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Client Delivery Manager

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Requisition ID: 411670Work Area: Information TechnologyExpected Travel: 0 - 10%Career Status: ProfessionalEmployment Type: Regular Full TimeCareer Level: T3Hiring Manager: Eliane MelaniRecruiter Name: Thais NadimAdditional 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 Rio de Janeiro 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.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.Be part of the SAP overall governance model set up for each customer.Active internal and external stakeholder management.Proactively adds value to customer (business) through aligning VAT (virtual account team) initiatives.Experience & Educational Requirements1. Experience & Language RequirementsSolid work experience.Proficiency in English is mandatory (verbally and written).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. EducationMinimum bachelor’s degree or equivalent in Business Administration, Computer Science, Engineering, or related field.3. Professional Training & CertificationITIL knowledge and skills are beneficial (Foundation Level).#SAPECSCareersSAP'S DIVERSITY COMMITMENTTo 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.comSuccessful 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 .#J-18808-Ljbffr