Requisition ID: 409958
Work Area: Information Technology
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T3
Hiring Manager: Michael Zaeuner 
Recruiter Name: Thais Nadim
Additional Locations:

** Please submit your CV in English in order to proceed in the process.**

** This opportunity requires you to work 3 times a week in SAP office.**

 

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.

. 

 

Key responsibilities: 

 

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

 

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

 

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

 

 

 

Experience & Educational Requirements

 

1. Experience & Language Requirements 

Solid work experience  Proficiency in English is mandatory; additional language skills are an asset Customer facing role previous experience is a plus   Excellent customer focus / Networking / Relationship Building  Good understanding of cloud architecture and IT technical infrastructure Strong understanding of SAP solutions, including S/4HANA architecture, conversion, migration paths, and tools. High proficiency in customer communications and presentations. Ability to work effectively as part of a virtual, dynamic, and dispersed team. Project Management Fundamentals  Spanish is a plus

 

2. Education

Minimum bachelor’s degree or equivalents in Business Administration, Computer Science, Engineering, or related field.

 

3. Professional Training & Certification 

ITIL knowledge and skills are beneficial (Foundation Level) 

 

 

#SAPECSCareers

SAP'S DIVERSITY COMMITMENT 
 
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.
SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com

Successful candidates might be required to undergo a background verification with an external vendor.
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy.