Description

Job Title: ECS & SAP Client Delivery Manager (CDM)

Location: Remote – Canada

Employment Type: Contract

Job Summary

We are seeking an experienced ECS & SAP Client Delivery Manager (CDM) to lead customer engagements and serve as the primary point of contact for SAP private cloud customers. The ideal candidate will drive end-to-end customer lifecycle management across onboarding, operations, and renewal phases while ensuring high customer satisfaction and successful service delivery.

This role requires strong expertise in SAP Enterprise Cloud Services (ECS) and hands-on exposure to SAP private cloud offerings including RISE with SAP, SAP S/4HANA Cloud Private Edition, SAP HANA Enterprise Cloud (HEC), and Cloud Application Services (CAS).

Key Responsibilities

Engagement Management

  • Act as the primary customer-facing contact for SAP private cloud engagements.
  • Build and maintain strong customer relationships and serve as a trusted advisor.
  • Plan, review, and align services according to customer requirements and business objectives.
  • Manage multiple stakeholders across business and technical teams.
  • Drive customer engagement throughout onboarding, operational, and renewal phases.

Delivery Management

  • Manage day-to-day operational activities for customer environments.
  • Support project delivery and ensure smooth execution of cloud initiatives.
  • Monitor service performance, identify risks, and proactively address issues.
  • Lead critical issue management and de-escalation activities.
  • Coordinate with internal and cross-functional teams to ensure service excellence.

Account & Customer Success Management

  • Manage commercial aspects of customer accounts and ensure value realization.
  • Increase customer satisfaction and long-term retention.
  • Identify opportunities for service improvements and business growth.
  • Serve as the customer advocate within the Enterprise Cloud Services organization.

Required Qualifications

  • Bachelor’s degree in Computer Science, Information Technology, Business Administration, or related discipline.
  • Mandatory: Hands-on experience with SAP Enterprise Cloud Services (ECS).
  • Mandatory: Strong exposure to SAP private cloud offerings:
  • RISE with SAP
  • SAP S/4HANA Cloud Private Edition
  • SAP HANA Enterprise Cloud (HEC)
  • Cloud Application Services (CAS)
  • Minimum 2+ years of customer-facing experience in cloud services, SAP consulting, or IT service delivery.
  • Strong understanding of SAP cloud business models and private cloud ecosystem.
  • Experience managing customer engagements in enterprise environments.
  • Strong stakeholder management and relationship-building skills.
  • Proven experience handling escalations and managing critical customer situations.
  • Excellent verbal and written communication skills in English.
  • Ability to communicate effectively with both technical and executive stakeholders.
  • Self-driven, proactive, and customer-focused mindset.

Preferred Skills

  • Experience managing SAP mission-critical landscapes.
  • Experience working in global and cross-functional environments.
  • Strong presentation and customer management skills.
  • Familiarity with cloud transformation initiatives and managed services delivery.

Key Competencies

  • Customer Relationship Management
  • Stakeholder Management
  • Service Delivery Management
  • Cloud Operations
  • Escalation Management
  • Account Management
  • Problem Solving
  • Communication & Leadership

This role is ideal for candidates who have a strong background in SAP ECS operations and private cloud delivery, and enjoy driving customer success in dynamic enterprise environments.