We are currently seeking a SAP Basis Operations to join our team in Guadalajara, Jalisco (MX-JAL), Mexico (MX).

CDM Job Description

ABOUT THE TEAM

SAPCustomerDelivery Engagement (CDE) is part of SAP Enterprise Cloud Services (ECS) and deliversfixed-scope,proactive and outcome-based servicesacross the entireSAPsoftware stacktoSAP’sPaaS and SaaS cloud and on-premise customers.

We manage a variety of customer engagements in HANA Enterprise Cloud, other SAP Cloud Offerings (like SuccessFactors) and on-premise. The service portfolio includes infrastructure services and Application Managed Services like Managed Data, Testing and Security.

We create a stable foundation forour customers’IT operationsand supportcustomers on their digital transformation journeyto the intelligent enterprise based on S4/HANA. With continuous access to our expertise and the broader SAP expert network, our customers can take advantage of the latest technologies to support continuous business innovation. SAPCDEhelps customers accelerate their innovation adoption, delivering the flexibility to adapt to business changes, rapidly implement technologies and standardize and optimize operations of SAP centric solutions. The mission of theCDE Organizationis to maximize the customer success by helping to manage complexity,ensurestable operations, mitigaterisk and lowering total cost of operation,support customers on their journey to the intelligent enterprise powered by S4/HANA andreleasing investmentas well ascustomer resource capacityfor innovation.

THE ROLE

The CDM is the voice of the client within SAP and recognized as themain contact andescalation point for allquestions andissues with regards to the ECS engagement

The Customer Delivery Manager (CDM) is the personal point of contact for allECScustomers, managing and coordinating all account activities with internal stakeholders and customers. TheCDMcooperates closely with theTechnical Service Managers(TSM) andtheProjectLead (PL) during larger customer projects.The CDM builds a solid customer relationship and acts as a trusted advisor to the customer.

TheCDMensures that SAPHANA Enterprise Cloudcustomers receive the best possible service by focusing on customer satisfaction,contract adherenceand profitability. He/She is responsible for ensuring contractually agreed services are beingrendered,and that change requests are processedin a timely manner.

TheCDM cooperates closely with the customers’ IT department and business stakeholders, cooperatively planning and coordinating service requests. Also he is in contact withtheManagement / C-Leveland acts as trusted advisor who grows the business by driving the client’s digital transformation and generating higher customer value .



The CDM shares monthly / quarterly reporting on the Service Level with the customer and advises on new services or other developments within SAPHANA Enterprise Cloudthat increase the business value for the customer.

Day to Day job Duties:(what this person will do on a daily/weekly basis)

- Actively drives the cloud transformation agenda with key client stakeholders to ensure adoption of S/4HANA and cloud standardization
- Lead the customer engagement and e nsures seamless alignment across multiple internal and external stakeholders such as SAP Services, SAP Product support, ECS Partners and customer’s System Integrators or other Hosting Partners
- Perform administrative tasks required to manage the engagement (staffing, reportingand controlling).
- Manage proactive delivery of service plans and reactive support requests
- Host regular status and governance meetings with customers and other SAP stakeholders (extended account team)
- Drive transformation and onboarding towards SAP Cloud Solutions
- Drives end-to-end customer engagement including commercial responsibility (costs and profitability), customer expectations, delivery team success, customer reporting and invoicing
- Achieve customer reference collateral and customer satisfaction responses
- Deliver best through proactive mindset and de-escalate critical customer situations
- Protect and grow engagement scope and manage commercial change requests
- Participate in team-internal knowledge sharing and coach other team members

Basic Qualifications:

- Minimum4+ years of experience in project management or SAP Operations
- Minimum4+ years of experience in a customer-facing role
- Minimum4to6years of experience in service management capacitymanaging multiple clients.
- Minimum 2+ years of experience in the following areas:
- SAP cloud business, cloud and hybrid infrastructure, and cloud operations processes.
- SAP Basis and SAP technology stack including ECC, S/4HANA, and NetWeaver.
- SAP HANA and enterprise databases (Oracle, SQL Server, DB2).
- Linux, Unix, and Windows operating systems supporting SAP environments.
- Hyperscaler platforms (Microsoft Azure and/or AWS) and cloud/hybrid SAP landscapes.
- Technical infrastructure, virtualization, SAP ECS/RISE, and SAP upgrades/migrations.

- Travel: Thisposition requiressomeoneto travel20%to work fromclientlocations.
- Degree: Bachelor’s degree required; advanced degree preferred in Business Administration, Computer Science, Technical Engineering, Economics or related field

Nice to Have; (But not a must)

- Experienced in IT service providers and managing outsourcing engagements.
- Strong ability to translate between technical and non-technical audience with confidence




- Strong engagement management, relationship building and de-escalation skills
- Excellent presentation, communication and moderator skills
- High competency in multi-tasking and ability to manage multiple engagements in parallel
- Accustomed to working in an international and global virtual matrix organization
- High proficiency in English. Additional languages are a big plus
- Knowledge and certifications in standards and methodologies for SAP IT operations (e.g. SAP CCoE, ITIL V4 Foundation or Expert Level, Run SAP standards, Solution Manager ALM) are beneficial.
- Certification in project management methodology (e.g. PMP) is beneficial.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners.NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.;

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying adaptable and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form.

NTT DATA endeavors to make us accessible to any and all users.

NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here . If you'd like more information on your EEO rights under the law, please click here . For Pay Transparency information, please click here .

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