Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

The Customer Delivery Manager (CDM) is the primary point of contact for all ECS customers, managing and coordinating account activities with internal stakeholders and customers. The CDM builds strong customer relationships and acts as a trusted advisor, ensuring customers receive the best possible service by focusing on satisfaction, contract adherence, and profitability. They are responsible for ensuring contractually agreed services are delivered and change requests are processed promptly. The CDM also cooperates with customers' IT departments and business stakeholders for service request planning and coordination, acting as a trusted advisor to grow business by driving digital transformation and generating higher customer value.

Responsibilities

Actively drives the cloud transformation agenda with key client stakeholders to ensure adoption of S/4HANA and cloud standardization.
Leads customer engagement and ensures seamless alignment across multiple internal and external stakeholders.
Performs administrative tasks required to manage the engagement (staffing, reporting, and controlling).
Manages proactive delivery of service plans and reactive support requests.
Hosts regular status and governance meetings with customers and other SAP stakeholders.
Drives transformation and onboarding towards SAP Cloud Solutions.
Drives end-to-end customer engagement including commercial responsibility, customer expectations, delivery team success, customer reporting, and invoicing.
Achieves customer reference collateral and customer satisfaction responses.
Delivers best through a proactive mindset and de-escalates critical customer situations.
Protects and grows engagement scope and manages commercial change requests.
Participates in team-internal knowledge sharing and coaches other team members.

Requirements

Minimum 5+ years of experience in project management or SAP Operations.
Minimum 5+ years of experience in a customer-facing role.
Minimum 5+ years of experience in a service management capacity managing multiple clients.
Minimum 3+ years of experience in SAP cloud business, cloud and hybrid infrastructure, and cloud operations processes.
Minimum 3+ years of experience in SAP Basis and SAP technology stack including ECC, S/4HANA, and NetWeaver.
Minimum 3+ years of experience in SAP HANA and enterprise databases (Oracle, SQL Server, DB2).
Minimum 3+ years of experience in Linux, Unix, and Windows operating systems supporting SAP environments.
Minimum 3+ years of experience in Hyperscaler platforms (Microsoft Azure and/or AWS) and cloud/hybrid SAP landscapes.
Minimum 3+ years of experience in technical infrastructure, virtualization, SAP ECS/RISE, and SAP upgrades/migrations.

Skills

Project management
SAP Operations
Customer-facing
Service management
SAP cloud business
Cloud and hybrid infrastructure
Cloud operations processes
SAP Basis
SAP technology stack
SAP HANA
Enterprise databases
Linux
Unix
Windows operating systems
Hyperscaler platforms
Microsoft Azure
AWS
Technical infrastructure
Virtualization
SAP ECS/RISE
SAP upgrades/migrations
IT service providers
Outsourcing engagements
Translate between technical and non-technical audience
Engagement management
Relationship building
De-escalation
Presentation
Communication
Moderator skills
Multi-tasking
International and global virtual matrix organization
English proficiency
SAP CCoE
ITIL V4 Foundation or Expert Level
Run SAP standards
Solution Manager ALM
PMP certification

Location

Toronto, Ontario (CA-ON), Canada (CA)

Work Type

Travel 20% to work from client locations

Experience Level

Minimum 5+ years of experience
Minimum 3+ years of experience

Education Level

Bachelor’s degree required
Advanced degree preferred in Business Administration, Computer Science, Technical Engineering, Economics or related field

About the Company

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100.
Committed to accelerating client success and positively impacting society through responsible innovation.
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.
Consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future.
A Global Top Employer with experts in over 50 countries.
Offers clients access to a robust ecosystem of innovation centers as well as established and start-up partners.
Part of NTT Group, which invests over $3 billion each year in R&D.
Prioritizes hiring locally to NTT DATA offices or client sites for timely and effective support.
Flexibility in work arrangements, subject to client requirements.
In-office attendance may be required for meetings or events.
Committed to staying flexible and meeting evolving needs of 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.

Equal Opportunity

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.