*we help the world run better*
at sap, we enable you to bring out your best.
our company culture is focused on collaboration and a shared passion to help the world run better.
how?
we focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work.
we offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.
*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 kpi's 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*
*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