Client Delivery Manager

**We help the world run better**

**Key Responsibilities & Tasks**

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

**Job Specific Skills and Competencies**
- Presentation Skills
- Project Management
- Client Understanding and Acceptance
- Core Consulting Methods
- IT Tools, Methods and Processes
- Customer Business Knowledge
- Change Management Methods
- Ability to manage Customer Escalations
- Multitasking

**Experience & Educational Requirements**

1. Experience & Language Requirements
- +5 years of work experience
- Excellent customer focus / Networking / Relationship Building
- Results-driven / Self-organized / Decision making
- Project Management 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)

**We build breakthroughs together**

**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 equi