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**Job Summary**:
The **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.
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 along with other roles in SAP.
**Key responsibilities**:
**Engagement Management**
- Conducts regular / quarterly business review meetings with the customer to discuss the service quality
- Delivers a quarterly balanced scorecard with KPIʼs 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 understands customer business needs; explains aspects of SAP's overall cloud strategy and the growing portfolio; to ensure adoption of S/4HANA and cloud standardization ; to drive transformation towards SAP Cloud Solutions
**Delivery Management**
- Is 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
- Guide 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
- Proactive management of operational security risk by ensuring maintenance activities are addressed promptly, making customers aware of compliance reports and closure of risk letters
**Account Management**
- Identify upsell opportunities
- Enable & ensures customer satisfaction surveys
- Drive & reviews SLA service credit cases
- Protect 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 neighbored teams
- Be part of the SAP overall governance model set up for each customer
- Active internal and external stakeholder management
- Proactively add value to customer (business) through aligning VAT (virtual account team) initiative
**Experience & Language Requirements**
- 5 - 10 years of work experience
- Customer facing role previous experience is a plus
- Excellent customer focus / Networking / Relationship Building
- High proficiency in customer communications and presentations.
- Ability to work effectively as part of a virtual, dynamic, and dispersed team.
- Project Management Fundamentals
- Good understanding of cloud architecture and IT technical infrastructure
- Strong understanding of SAP solutions, including S/4HANA architecture, conversion, migration paths, and tools.
- Proficiency in English is mandatory/verbally and written
- Spanish is a plus
**Education**
- Minimum bachelor’s degree or equivalents in Business Administration, Computer Science, Engineering, or related field.
- ITIL knowledge and skills are beneficial (Foundation Level)
**Bring out your best**
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