** 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 the primary point of contact for SAP Private Cloud Customers of Enterprise Cloud Services, focusing on technical delivery topics and other contractual entitlements, mainly related to 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 alongside other roles in SAP.
Key responsibilities: Engagement ManagementConducts regular/quarterly business review meetings with the customer to discuss service quality.Delivers a quarterly balanced scorecard with KPIs 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 understand customer business needs.Explains aspects of SAP's overall cloud strategy and the growing portfolio.Ensures adoption of S/4HANA and cloud standardization.Drives transformation towards SAP Cloud Solutions.Delivery ManagementIs 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.Guides 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.Proactively manages operational security risk by ensuring maintenance activities are addressed promptly, making customers aware of compliance reports and closure of risk letters.Account ManagementIdentifies upsell opportunities.Enables & ensures customer satisfaction surveys.Drives & reviews SLA service credit cases.Protects ECS revenue by being proactive in managing balance statement reviews, supporting contract renewals and other revenue leakage possibilities.Provides a general overview of sizing/pricing of upcoming change requests.Liaises with different SAP stakeholders involved in the accounts to ensure success and integration with neighboring teams.Participates in the SAP overall governance model set up for each customer.Engages in active internal and external stakeholder management.Proactively adds value to customer (business) through aligning VAT (virtual account team) initiatives.Experience & Educational Requirements 1. Experience & Language Requirements Proficiency in English is mandatory; additional language skills are an asset.Customer-facing role previous experience is a plus.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.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).SAP'S DIVERSITY COMMITMENT
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