Job summarythe client delivery manager (cdm) serves as the primary point of contact for sap private cloud customers of enterprise cloud services, focusing primarily on s/4hana private cloud edition per contract.the cdm drives end-to-end customer engagement from signature onwards, including onboarding, continuous service delivery, architecture and governance coaching, relationship management, and renewal initiation.key responsibilitiesengagement managementconduct regular or quarterly business review meetings with the customer to discuss service qualitydeliver a quarterly balanced scorecard with kpis to ensure overall customer satisfaction (performance review)create and deliver monthly service reportingpropose and discuss improvement potentialconduct service and business planning meetings to understand customer business needsexplain aspects of sap's overall cloud strategy and growing portfolio to ensure adoption of s/4hana and cloud standardizationdrive transformation towards sap cloud solutionsdelivery managementaccountable and orchestrate onboarding projectsmanage overall technical delivery and system landscape according to scope, budget, and milestones as a representative of sap enterprise cloud servicesguide customers on business continuity, security & compliance solutionssupport delivery/operations teams to perform and drive root cause analysis to completionde‐escalate critical customer situations and support with mission control center (mcc) when applicableensure feedback loop into development/operations unitplan and manage customer release and maintenance activities (establish a customer it calendar)ensure service plan execution by acting as trusted advisor and focusing on core services delivereddevelop and implement quality plans for the customerproactively manage operational security risk by ensuring maintenance activities are addressed promptly and informing the customer of compliance reports and closure of risk lettersaccount managementidentify upsell opportunitiesenable and ensure customer satisfaction surveysdrive and review sla service credit casesprotect ecs revenue by proactively managing balance statement reviews, supporting contract renewals, and preventing revenue leakageprovide general overview of sizing or pricing of upcoming change requestsliaise with sap stakeholders to ensure success and integration with neighboring teamsparticipate in sap overall governance model set up for each customeractive internal and external stakeholder managementproactively add value to customers by aligning vat (virtual account team) initiativesexperience & educational requirementsexperience & language requirements5‐10 years of work experiencecustomer‐facing role experience is a plushigh proficiency in customer communications and presentationsability to work effectively as part of a virtual, dynamic, dispersed teamgood understanding of cloud architecture and it technical infrastructurestrong understanding of sap solutions, including s/4hana architecture, conversion, migration paths, and toolsproficiency in english (verbal and written) mandatoryspanish or portuguese is a pluseducationminimum bachelor's degree or equivalent in business administration, computer science, engineering, or related fieldprofessional training & certificationitil foundation level knowledge and skills beneficialeeo statementqualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.
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