Client Delivery Manager (CDM)

Job Description

We help the world run better
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's 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 SAP's 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 maintenance activities 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, supporting contract 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 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)

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
SAP’s 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.

SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and 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.

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. Specific conditions may apply for roles in Vocational Training.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

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

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

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