Job Description

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.

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

• Education minimum bachelor’s degree or equivalents in Business Administration, Computer Science, Technical Engineering, Economics or related field
• 5 years minimum experience as a client delivery manager with excellent communication
• Perspective on current IT trends Understand Cloud business and SAP Cloud models / solutions / operation processes
• Excellent customer focus experience and thorough with networking and relationship building results-driven leader
• Self-organized and decision-making knowledge of one or more functional business processes (Logistic, Finance, etc.)
• Project Management Fundamentals, Lean Fundamentals, Infrastructure know-how and technical understanding
• Professional Training & Certification ITIL knowledge and skills are beneficial 

#SAPECSCareers

Bring out your best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can 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 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 equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com .

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Compensation Range Transparency : SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the hourly base salary rate range applicable for the posted role. The targeted range for this position is $105,900-$220,900 USD. The actual amount to be offered to the successful candidates will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. SAP offers limited benefits for employees hired into hourly or like roles subject to appliable plan/policy terms. A summary of benefits and eligibility requirements can be found by clicking this link: SAP North America Benefits .

Requisition ID: 407927 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid

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