Client Delivery Manager (CDM)

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At SAP we keep it simple: you bring your best to us and well bring out the best in you. Were builders touching over 20 industries and 80% of global commerce and we need your unique talents to help shape whats next. The work is challenging but it matters. Youll find a place where you can be yourself prioritize your wellbeing and truly belong. Whats in it for you Constant learning skill growth great benefits and a team that wants you to grow and succeed.

Job Summary:

The Client Delivery Manager (CDM) serves as primary point of contact for SAP Private Cloud Customers of Enterprise Cloud Services for technical delivery topics and other contractual entitlements mainly focusing on S/4HANA private cloud edition as per contract.

The CDM drives end-to-end customer engagement from signature onwards particularly customer onboarding continuous service delivery architecture and governance coaching relationship management and renewal initiation.

The CDM will be instrumental in delivering high-quality technical managed services supporting Rise with SAP customers in their SAP S/4HANA Private Cloud adoption journey and ensuring customer satisfaction through effective service delivery working along with other roles in SAP.

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Key responsibilities:

1. Engagement Management
   1. Conducts regular / quarterly business review meetings with the customer to discuss the service quality
   2. Delivers a quarterly balanced scorecard with KPIʼs to ensure overall customer satisfaction (performance review)
   3. Creates and delivers monthly service reporting
   4. Proposes and discusses improvement potential
   5. Conducts service and business planning meetings to
      1. understands customer business needs
      2. explains aspects of SAPs overall cloud strategy and the growing portfolio.
         1. to ensure adoption of S/4HANA and cloud standardization
         2. to drive transformation towards SAP Cloud Solutions

1. Delivery Management
   1. Is accountable and orchestrates onboarding projects
   2. Manages overall technical delivery and management of system landscape according to planned scope budget and milestones as a representative of SAP Enterprise Cloud Services
   3. Guide customers on key topics like Business Continuity Security & Compliance solutions
   4. Supports delivery/operations teams to perform and drive root cause analysis to completion
   5. De-escalates critical customer situations
   6. Supports critical customer situations in conjunction with teams from Mission Control Center (MCC) if applicable
   7. Ensures feedback loop into development/operations unit
   8. Plans and manages customer release and maintenance activities (establish a customer IT calendar)
   9. Ensures service plan execution by acting as a trusted advisor to establish a focus on core services delivered.
   10. Develops & implements quality plans for the customer
   11. Proactive management of operational security risk by ensuring maintenanceactivities are addressed promptly making customers aware of compliance reports and closure of risk letters

1. Account Management
   1. Identify upsell opportunities
   2. Enable & ensures customer satisfaction surveys
   3. Drive & reviews SLA service credit cases
   4. Protect ECS revenue by being proactive in managing balance statement reviews supportingcontract renewals and other revenue leakage possibilities
   5. General overview of sizing / pricing of upcoming change requests
   6. Liaises with different SAP stakeholders involved in the accounts to ensure success and integration with neighbored teams
      1. Be part of the SAP overall governance model set up for each customer
      2. Active internal and external stakeholder management
      3. Proactively add value to customer (business) through aligning VAT (virtual account team) initiatives

Experience & Educational Requirements

1. Experience & Language Requirements

• 5 - 10 years of work experience
• Customer facing role previous experience is a plus
• Excellent customer focus / Networking / Relationship Building
• High proficiency in customer communications and presentations.
• Ability to work effectively as part of a virtual dynamic and dispersed team.
• Project Management Fundamentals
• Good understanding of cloud architecture and IT technical infrastructure
• Strong understanding of SAP solutions including S/4HANA architecture conversion migration paths and tools.
• Proficiency in English is mandatory/verbally and written
• Spanish/ Portugues is a plus

2. Education

• Minimum bachelors degree or equivalents in Business Administration Computer Science Engineering or related field.

3. Professional Training & Certification

• ITIL knowledge and skills are beneficial (Foundation Level)

Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software SAP has evolved to become a market leader in end-to-end business application software and related services for database analytics intelligent technologies and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide we are purpose-driven and future-focused with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries people or platforms we help ensure every challenge gets the solution it deserves. At SAP you can bring out your best.

We win with inclusion
SAPs culture of inclusion focus on health and well-being and flexible working models help ensure that everyone regardless of background feels included and can run at their best. At SAP we believe we are made stronger by the unique capabilities and qualities that each person brings to our company and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.

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Successful candidates might be required to undergo a background verification with an external vendor.

AI Usage in the Recruitment Process

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Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 453891 Work Area: Information Technology Expected Travel: 0 - 10% Career Status: Professional Employment Type: Regular Full Time Additional Locations: #LI-Hybrid