SAP • Berlin, DE

Client Delivery Manager - Sovereign Cloud Delivery Germany (m/f/d)

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Job Description

What we offer
Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Apply now!

COMPANY DESCRIPTION

SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.

SAP recently decided to combine and harmonize all SAP Sovereign Cloud offerings, establishing an end-to-end process for the Public Sector and regulated industries. The newly created Global Sovereign Cloud Delivery & Operations business unit is part of SAP Product Engineering with responsibility across the relevant Sovereign Cloud portfolio of SAP. Global Sovereign Cloud Delivery & Operations is collaborating closely with all Board areas to establish a harmonized, scalable, and consistent offering with transparent and standardized deliverables.

YOUR FUTURE ROLE

We are looking for a Client Delivery Manager who will serves as primary point of contact for SAP Cloud Customers of European Sovereign Cloud Services. The CDM drives end-to-end customer engagement from signature onwards, particularly customer onboarding, continuous service delivery, release and maintenance project initiation, architecture and governance coaching, relationship management, and renewal initiation. Beside that the Client Delivery Manager is expected to maintain customer satisfaction through issue mitigation and escalation management, to build strong relationships with key customer stakeholders and helping customers maximize the value of their partnership with SAP. Additionally, the CDM bears commercial responsibility for the engagement and creates upsell opportunities.

The role includes the following tasks:

Engagement Management

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

Conducts regular / quarterly business review meetings with the customer to discuss the service quality

Delivery Management

Single point of contact for service and support requirements of the customer regarding SAP cloud solutions
De-escalates critical customer situations
Ensures feedback loop into the operations teams
Plans and manages customer release and maintenance activities (establish a customer IT calendar)
Manages overall service/project delivery according to planned scope, budget and milestones
Supports delivery/operations teams to perform and drive root cause analysis to completion

Account Management

Identify upsell opportunities
Collaborates with sales to ensure upsell and renewal (participate in the deal review meetings if applicable)
Enable & ensures customer satisfaction surveys
Drive & reviews SLA service credit cases
Supports commercial change requests
General overview of sizing / pricing of upcoming change requests

What you will bring

Experience

min. 5-7 years of work experience
Excellent customer focus / Networking / Relationship Building
Knowledge of one or more functional business processes (Logistic, Finance, etc.)
Project Management Fundamentals
Infrastructure know-how and technical understanding
Understand Cloud business and SAP Cloud models / solutions / operation processes
Understanding of escalation handling and procedures
Due to the potentially classified nature of our work, your willingness is required to subject yourself to a governmental security clearance process

Education

minimum bachelor’s degree or equivalents in Business Administration, Computer Science, Technical Engineering, Economics or related field

Due to the potentially classified nature of our work, your willingness is required to subject yourself to a governmental security clearance process.

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 and more equitable world.

SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide 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.