The SAP Senior Director, Customer Engagements (SAP Delivery Executive) is accountable for leading customer engagements, ensuring delivery success, executive alignment, financial performance, and long-term customer value. The role connects sales, delivery, customer success, and account growth by helping customers achieve business outcomes while guiding programs through governance, risk management, escalation resolution, and value realization.

This role brings together delivery leadership, business judgment, and strong customer relationships to provide the customer with a Delivery leader who understands the account, helps resolve issues, and keeps the engagement aligned with business goals.

Responsibilities/Duties

1. Executive Governance and Delivery Leadership

• Executive relationship management: Serve as the primary, trusted executive advisor post sale, aligning SAP delivery outcomes with the client’s strategic business goals.
• Program oversight: Provide leadership across major SAP programs from project start through post go-live stabilization, with attention to quality, governance, and delivery discipline.
• Steering committee leadership: Lead or support executive steering committee meetings by providing clear updates on project status, risks, decisions, milestones, and financial performance.
• Escalation management: Serve as the trusted point of escalation for customer sponsors and internal teams. Work across the organization to resolve issues, remove roadblocks, and keep the engagement moving forward.

2. Delivery Led Account Growth

• Opportunity identification: Use knowledge gained during delivery to identify customer needs that may create opportunities for additional SAP services, future phases, rollouts, or optimization work.
• Commercial support: Partner with the Account Executive and delivery teams to shape expansion opportunities, define delivery approaches, and support customer discussions.
• Value based growth: Help connect expansion recommendations to business outcomes, lessons learned, and progress made during the current engagement.

3. Pre-Sales Support and Commercial Alignment

• Deal review and delivery alignment: Work with sales and solution teams during pursuits to confirm delivery feasibility, review scope, create contracts, and align expectations with available delivery capacity.
• Executive pursuit support: Participate in deal pursuits and oral presentations, demonstrating to prospective clients how the delivery phase will be managed, governed, and de-risked.
• Sales To Delivery transition: Help ensure a clear handoff from pursuit activities into implementation so the delivery team understands commitments, assumptions, risks, and customer expectations.

4. Post Implementation Advisory Support

• Customer Success advisory: Provide executive level input to the Customer Success team after go-live, especially where delivery history, open risks, or business priorities should shape the customer roadmap.
• Retention and value support: Help Customer Success Managers identify areas where the customer may need additional support to increase adoption, improve outcomes, or close value gaps.
• Business review participation: Contribute to post implementation health checks or business reviews when delivery insight can help the customer plan next steps.

5. Financial & Program Management

• Engagement Financial Performance: Monitor project margins, revenue recognition, and resource utilization to ensure active implementation delivery remains highly profitable for the organization.
• Program ownership: Provide executive-level ownership for Large Enterprise delivery programs. Ensure the overall program remains aligned to customer outcomes, contractual commitments, delivery quality, and business objectives.
• Program Governance: Oversee program level scope, schedule, budget, risks, issues, dependencies, and decisions across all active projects. Ensure Project Managers are aligned and that program level impacts are identified, prioritized, and resolved.
• Ecosystem Orchestration: Bring together project teams, Global Delivery Center, SAP contacts, and other internal stakeholders to address delivery needs and resolve issues.

Qualifications/Requirements

Required

• Bachelor’s degree in business, computer science, engineering, a related field, or equivalent experience.
• 12 or more years of experience in SAP consulting, enterprise delivery, customer success, program leadership, or account management.
• Experience delivering SAP S/4HANA, Cloud ERP, or SAP line-of-business solutions.
• Proven ability to manage executive-level customer relationships.

• Experience working in complex organizations with multiple stakeholders and competing priorities.
• Strong business judgment, communication skills, and executive presence.

Preferred

• Experience with an SAP partner, systems integrator, or consulting organization.
• Prior experience as a Delivery Executive, Customer Engagement Executive, Account Executive, Program Executive, or Customer Success Leader.
• Familiarity with SAP cloud delivery models and customer adoption practices.