Client Delivery Manager

**What we offer**
The Client Delivery Manager (CDM) serves as primary point of contact for SAP Cloud Customers of Enterprise Cloud Services, mainly focusing on HANA Enterprise Cloud (HEC), S/4HANA private cloud edition, S/4HANA Cloud extended Edition, HANA Enterprise Cloud advanced Edition and Cloud Application Services (CAS).
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.
Key tasks comprise the following:
1. Engagement Management
1.1 Conducts regular / quarterly business review meetings with the customer to discuss the service quality
1.2 Delivers a quarterly balanced scorecard with KPI's to ensure overall customer satisfaction (performance review)
1.3 Proposes and discusses improvement potential
1.4 Conducts service and business planning meetings to
1.4.1 understands customer business needs
1.4.2 explains aspects of SAP's overall cloud strategy and the growing portfolio.
1.4.2.1 to ensure adoption of S/4HANA and cloud standardization
1.4.2.2 to drive transformation towards SAP Cloud Solutions
2. Delivery Management
2.1 Is accountable and orchestrates onboarding/transition projects
2.2 Manages overall service/project delivery according to planned scope, budget and milestones
2.3 Single point of contact for service and support requirements of the customer regarding SAP cloud solutions
2.4 Supports delivery/operations teams to perform and drive root cause analysis to completion
2.5 De-escalates critical customer situations
2.6 Supports critical customer situations in conjunction with teams from Mission Control Center (MCC) and
Operations Control Center (OCC) if applicable
2.7 Supports the preparation of proposals, solution assessments and service scoping exercises
2.8 Ensures feedback loop into development/operations unit
2.9 Plans and manages customer release and maintenance activities (establish a customer IT calendar)
2.10 Develops & implements quality plans for the customer
2.11 Ensures service plan execution for Enhanced Managed Services and Cloud Application Services
2.12 Creates and delivers monthly service reporting
3. Account Management
3.1 Identify upsell opportunities
3.2 Collaborates with sales to ensure upsell and renewal (participate in the deal review meetings if applicable)
3.3 Enable & ensures customer satisfaction surveys
3.4 Drive & reviews SLA service credit cases
3.5 General overview of commercial responsibility (SLA credit vs. profit)
3.6 Supports commercial change requests
3.7 General overview of sizing / pricing of upcoming change requests
3.8 Runs Cloud Application Services operating profit reviews
3.9 Liaises with different SAP stakeholders involved in the accounts, to ensure success and integration with neighbored teams
**Experience & Educational Requirements**
1. Experience & Language Requirements
- Good work experience
- Excellent customer focus / Networking / Relationship Building
- Results-driven / Self-organized / Decision making
- Knowledge of one or more functional business processes (Logistic, Finance, etc.)
- Project Management Fundamentals
- Lean Fundamentals
- Infrastructure know-how and technical understanding
- Perspective on current IT trends
- Understand Cloud business and SAP Cloud models / solutions / operation processes
Understanding of escalation handling and procedures
- English verbally and written
- Spanish is a plus
2. Education
- Minimum Bachelor's Degree or equivalents in Business Administration, Computer Science, Technical Engineering, Economics or related field
3. Professional Training & Certification
- ITIL knowledge and skills are beneficial (Foundation Level)
**OUR PLEDGE TO FLEX WORK**
At SAP, we value a flexible work which allows every employee to run at their personal best. This is why, today, we pledge to flex - providing an approach that can fit every role, style, and location while continuing to meet our business and customer needs. With this pledge, we will provide:
- An inclusive environment in which people have options of work models: work from home, at the office, or hybrid*, based on what fits best employee preferences and business requirements - employees discuss with their managers the possibilities and align together the best work setup.
- Flexible work schedules, so employees can adapt their personal needs with rheir professional activities in a productive and satisfatory way.
**We are SAP**
**Our inclusion pr

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