Client Delivery Manager

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equisition ID: 426662
Work Area: Information Technology
Company: SAP Brasil Ltda.
Location: Rio de Janeiro
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T3
Grade Level: 3
Hiring Manager: Eliane Melani
Recruiter: Thais Nadim
Additional Locations:
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he position can be filled as part time position.

**Please submit your CV in English in order to proceed in the process.**

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** This opportunity will only consider people leaving in Rio de Janeiro and requires you to work 3 times a week in SAP RJ office.**

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he 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.

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he 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.

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he 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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**ey responsibilities**:
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- **ngagement Management**C- onducts regular / quarterly business review meetings with the customer to discuss the service quality

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- elivers a quarterly balanced scorecard with KPIʼs to ensure overall customer satisfaction (performance review)

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- reates and delivers monthly service reporting

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- roposes and discusses improvement potential

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- onducts service and business planning meetings to u
- nderstands customer business needs

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- xplains aspects of SAP's overall cloud strategy and the growing portfolio. t
- o ensure adoption of S/4HANA and cloud standardization

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- o drive transformation towards SAP Cloud Solutions

D- **elivery Management**I- s accountable and orchestrates onboarding projects

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- anages overall technical delivery and management of system landscape according to planned scope, budget and milestones as a representative of SAP Enterprise Cloud Services

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- uide customers on key topics like Business Continuity, Security & Compliance solutions

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- upports delivery/operations teams to perform and drive root cause analysis to completion

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- e-escalates critical customer situations

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- upports critical customer situations in conjunction with teams from Mission Control Center (MCC) if applicable

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- nsures feedback loop into development/operations unit

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- lans and manages customer release and maintenance activities (establish a customer IT calendar)

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- nsures service plan execution by acting as a trusted advisor to establish a focus on core services delivered.

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- evelops & implements quality plans for the customer

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- roactive management of operational security risk by ensuring maintenance activities are addressed promptly, making customers aware of compliance reports and closure of risk letters

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- **ccount Management**I- dentify upsell opportunities

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- nable & ensures customer satisfaction surveys

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- rive & reviews SLA service credit cases

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- rotect ECS revenue by being proactive in managing balance statement reviews, supporting contract renewals and other revenue leakage possibilities

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- eneral overview of sizing / pricing of upcoming change requests

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- iaises with different SAP stakeholders involved in the accounts, to ensure success and integration with neighbored teams B
- e part of the SAP overall governance model set up for each customer

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- ctive internal and external stakeholder management

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- roactively add value to customer (business) through aligning VAT (virtual account team) initiatives

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**xperience & Educational Requirements**

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- Experience & Language Requirements

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- olid work experienceP
- roficiency in English is mandatory; additional language skills are an assetC
- ustomer facing role previous experience is a plusE
- xcellent customer focus / Networking / Relationship BuildingG
- ood understanding of cloud architecture, IT technical infrastructureS
- AP Basis / SAP ABAP / Infrastructure operation is beneficialS
- trong understanding of SAP solutions, including S/4HANA architecture, conversion, migration paths, and tools.H
- igh proficiency in customer communications and presentations.A
- bility to work effectively as part of a virtual, dynamic, and dispersed team.P
- roject Management FundamentalsS
- panish is a plus

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- Education

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- inimum bachelor’s degree or equivalents in Business Administration, Computer Science, Engineering, or related field.

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- Professional Training & Certification

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- TIL knowledge and skills are beneficial (Foundation Level)



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**SAP'S DIVERSITY COMMITMENT**

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- harness the power of innovation, SAP invests in the development of its diver