Client Delivery Manager - ECS

 Requisition ID: 409958
Work Area: Information Technology
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T3
Hiring Manager: Michael Zaeuner 
Recruiter Name: Thais Nadim
Additional Locations:

** Please submit your CV in English in order to proceed in the process.**

** This opportunity requires you to work 3 times a week in SAP office.**

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.

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Key responsibilities: 

1. Engagement Management 
   1. Conducts regular / quarterly business review meetings with the customer to discuss the service quality 
   2. Delivers a quarterly balanced scorecard with KPIʼs to ensure overall customer satisfaction (performance review)
   3. Creates and delivers monthly service reporting
   4. Proposes and discusses improvement potential 
   5. Conducts service and business planning meetings to 
      1. understands customer business needs 
      2. explains aspects of SAP's overall cloud strategy and the growing portfolio. 
         1. to ensure adoption of S/4HANA and cloud standardization 
         2. to drive transformation towards SAP Cloud Solutions 

2. Delivery Management 
   1. Is accountable and orchestrates onboarding projects 
   2. Manages overall technical delivery and management of system landscape according to planned scope, budget and milestones as a representative of SAP Enterprise Cloud Services
   3. Guide customers on key topics like Business Continuity, Security & Compliance solutions 
   4. Supports delivery/operations teams to perform and drive root cause analysis to completion 
   5. De-escalates critical customer situations 
   6. Supports critical customer situations in conjunction with teams from Mission Control Center (MCC) if applicable 
   7. Ensures feedback loop into development/operations unit 
   8. Plans and manages customer release and maintenance activities (establish a customer IT calendar) 
   9. Ensures service plan execution by acting as a trusted advisor to establish a focus on core services delivered.
   10. Develops & implements quality plans for the customer 
   11. Proactive management of operational security risk by ensuring maintenance activities are addressed promptly, making customers aware of compliance reports and closure of risk letters 

3. Account Management 
   1. Identify upsell opportunities 
   2. Enable & ensures customer satisfaction surveys 
   3. Drive & reviews SLA service credit cases 
   4. Protect ECS revenue by being proactive in managing balance statement reviews, supporting contract renewals and other revenue leakage possibilities
   5. General overview of sizing / pricing of upcoming change requests 
   6. Liaises with different SAP stakeholders involved in the accounts, to ensure success and integration with neighbored teams 
      1. Be part of the SAP overall governance model set up for each customer
      2. Active internal and external stakeholder management
      3. Proactively add value to customer (business) through aligning VAT (virtual account team) initiatives

Experience & Educational Requirements

1. Experience & Language Requirements 

• Solid work experience 
• Proficiency in English is mandatory; additional language skills are an asset
• Customer facing role previous experience is a plus  
• Excellent customer focus / Networking / Relationship Building 
• Good understanding of cloud architecture and IT technical infrastructure
• Strong understanding of SAP solutions, including S/4HANA architecture, conversion, migration paths, and tools.
• High proficiency in customer communications and presentations.
• Ability to work effectively as part of a virtual, dynamic, and dispersed team.
• Project Management Fundamentals 
• Spanish is a plus

2. Education

• Minimum bachelor’s degree or equivalents in Business Administration, Computer Science, Engineering, or related field.

3. Professional Training & Certification 

• ITIL knowledge and skills are beneficial (Foundation Level) 

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