Customer Delivery Manager - BASIS

• Minimum 10+ years of SAP Technical administration and operations of SAP Solutions (preferably in the domain of SAP Basis)

• Fluent in German

• Proven track record in managing client engagements, e.g. in Service Delivery Management, Consulting, or Pre-Sales settings.

• Bachelor's degree or higher in Computer Science, Engineering, or Information Management.

• Strong customer orientation with a focus on relationship-, expectation- and de-escalation management.

• comprehensive knowledge on SAP S/4HANA architecture, conversion, migration path, methodology and tools.

• Knowledge of IT trends, their impact on business strategies, and SAP's strategy and service portfolio.

• Ability to work effectively as a virtual member of a dynamic and dispersed team (remote)

• Expertise in SAP Basis, IT Service Management, Project Management, Cloud, Hyperscale's

• Solid hands-on experience with SAP technologies like SAP Basis / NetWeaver, Web Dispatcher, BusinessObjects solutions etc.

• Sound knowledge of Hyperscalers, networks, and virtual technologies, including load balancers and virtual machines.

• Solid expertise and hands-on experience in SAP Technologies and Products (SAP certification preferred).

• Proven ability to manage operational tasks, handle customer escalations, and drive process improvements.

• Ability to thrive in a high-pressure environment and consistently add value to customers and the organization.

• Extensive experience in collaborating with cross-cultural teams, both international and virtual, to achieve seamless project delivery.

• Collaborate with Product Development and support for roadmap, feature and bug fixes.

• Proficient in analytical and solution-oriented thinking.

• Excellent written and verbal communication skills in English.

• Accountable for entire SAP ECS engagement, lead the engagement with supporting ECS functions and roles to deliver as per contract scope and in line with customer expectations.

• Offer comprehensive knowledge on SAP S/4HANA architecture, conversion, migration path, methodology and tools.

• Understand the SAP high availability or disaster recovery architecture, network and virtual technologies (load-balancer, virtual machine)

• Setup proactive service plan and conduct regular service review meetings with clients (operational and strategic topics).

• Act as an (de-)escalation point for delivery-related topics (Incidents, Service Requests and other customer requirements).

• Ensure seamless alignment across multiple ECS and other SAP internal and external stakeholders.

• Identify top issues, define & execute service plan activities

• Support commercial change request management in the client lifecycle, perform contract compliance and risk management (project and business risks).

• Acts as the primary contact from the ECS delivery teams in the different service areas - Service Request Fulfilment, Incident Management, Event Management and Problem Management.

Deloitte