Senior Client Delivery Manager LAC South - Enterprise Cloud Services

at  SAP

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.

EXPERIENCE AND REQUIREMENTS

• More than 5 years of work experience with Bachelor’s Degree or equivalent in Business Administration, Computer Science, Technical Engineering, Economics, or related field • Understand Cloud business and SAP Cloud models / solutions / operation processes

• Results-driven, self-organized, and strong decision-making skills
• Proficient in handling escalations and related procedures
• Demonstrated excellence in customer focus, networking, and relationship building
• Knowledge of one or more functional business processes (e.g., Logistics, Finance)
• Familiarity with Infrastructure know-how and technical understanding
• Fluent in verbal and written English

THE ROLE

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. Beside that the Client Delivery Manager is expected to maintain customer satisfaction through issue mitigation and escalation management, to build strong relationships with key customer stakeholders and helping customers maximize the value of their partnership with SAP. Additionally, the CDM bears commercial responsibility for the engagement and creates upsell opportunities.

THE TASKS

1. Engagement Management

• Conduct regular business review meetings with customers to discuss service quality.

  • Deliver a quarterly balanced scorecard with KPIs to ensure overall customer satisfaction and propose improvement ideas. • Plan and conduct service and business planning meetings to understand customer needs and explain SAP’s cloud strategy and portfolio for better adoption.

1. Delivery Management

• Be accountable for onboarding/transition projects and manage service/project delivery as per scope, budget, and milestones.
• Act as a single point of contact for customer support related to SAP cloud solutions.
• Support delivery teams in driving root cause analysis to completion and handle critical customer situations.

1. Account Management

• Identify upsell opportunities and collaborate with sales to ensure upsell and renewal.
• Enable and ensure customer satisfaction surveys, review SLA service credit cases, and oversee commercial responsibility.
• Support commercial change requests and provide an overview of sizing/pricing of upcoming change requests.
• Conduct Cloud Application Services operating profit reviews and ensure successful integration with other SAP teams involved in the accounts.