Sr. Client Delivery Manager

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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. 

 

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. The CDM is expected to maintain customer satisfaction through issue mitigation and escalation management, to build strong relationships with key customer stakeholders, and help customers maximize the value of their partnership with SAP.

 

Key tasks comprise of the following:

Engagement Management

• Conduct regular / quarterly business review meetings with the customer to discuss the service quality
• Deliver a quarterly balanced scorecard with KPI’s to ensure overall customer satisfaction (performance review)
• Propose and discuss improvement potential
• Conduct service and business planning meetings to understand customer business needs
• Explain aspects of SAP's overall cloud strategy and the growing portfolio
• Enable adoption of S/4HANA and cloud standardization
• Enable transformation towards SAP Cloud Solutions

Delivery Management

• Contribute to onboarding/transition projects
• Contribute to the overall service/project delivery according to planned scope, budget, and milestones
• Single point of contact for service and support requirements of the customer regarding SAP cloud solutions
• Contribute to delivery/operations teams to perform and drive root cause analysis to completion
• Contribute to the de-escalations of critical customer situations
• Contribute to critical customer situations in conjunction with teams from Mission Control Center (MCC) and Operations Control Center (OCC), if applicable
• Support the preparation of proposals, solution assessments and service scoping exercises (if applicable)
• Support feedback loop into development/operations unit
• Contribute to customer release and maintenance activities (establish a customer IT calendar)
• Contribute to quality plans for customer
• Support service plan execution for Enhanced Managed Services and Cloud Application Services
• Support monthly service reporting 

Account Management

• Collaborate with sales to ensure upsell and renewal (participate in the deal review meetings if applicable)
• Support customer satisfaction surveys
• Review SLA service credit cases
• General overview of commercial responsibility
• Support commercial change requests
• Help to maintain the general overview of sizing / pricing of upcoming change requests
• Join Cloud Application Services operating profit reviews
• Contribute to the liaison with different SAP stakeholders involved in the accounts, to ensure success and integration with neighboring teams 

 

Experience & Educational Requirements