Requisition ID: 426662
Work Area: Information Technology
Company: SAP Brasil Ltda.
Location: Rio de Janeiro
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T3
Grade Level: 3
Hiring Manager: Eliane Melani
Recruiter: Thais Nadim
Additional Locations:
The position can be filled as part time position.
** Please submit your CV in English in order to proceed in the process. **
** This opportunity will only consider people leaving in Rio de Janeiro and requires you to work 3 times a week in SAP RJ 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 willbe 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
2. Conducts regular / quarterly business review meetings with the customer to discuss the service quality
3. Delivers a quarterly balanced scorecard with KPIʼs to ensure overall customer satisfaction (performance review)
4. Creates and delivers monthly service reporting
5. Proposes and discusses improvement potential
6. Conducts service and business planning meetings to
7. understands customer business needs
8. explains aspects of SAP's overall cloud strategy and the growing portfolio.
9. to ensure adoption of S/4HANA and cloud standardization
10. to drive transformation towards SAP Cloud Solutions
11. Delivery Management
12. Is accountable and orchestrates onboarding projects
13. Manages overall technical delivery and management of system landscape according to planned scope, budget and milestonesas a representative of SAP Enterprise Cloud Services
14. Guide customers on key topics like Business Continuity, Security & Compliancesolutions
15. Supports delivery/operations teams to perform and drive root cause analysis to completion
16. De-escalates critical customer situations
17. Supports critical customer situations in conjunction with teams from Mission Control Center (MCC) if applicable
18. Ensures feedback loop into development/operations unit
19. Plans and manages customer release and maintenance activities (establish a customer IT calendar)
20. Ensures service plan executionby acting as a trusted advisor to establish a focus on core services delivered.
21. Develops & implements quality plans for the customer
22. Proactive management of operational security risk by ensuring maintenanceactivities are addressed promptly, making customers aware of compliance reports and closure of risk letters
23. Account Management
24. Identify upsell opportunities
25. Enable & ensures customer satisfaction surveys
26. Drive & reviews SLA service credit cases
27. Protect ECS revenue by being proactive in managing balance statement reviews, supportingcontract renewals and other revenue leakage possibilities
28. General overview of sizing / pricing of upcoming change requests
29. Liaises with different SAP stakeholders involved in the accounts, to ensure success and integration with neighbored teams
30. Be part of the SAP overall governance model set up for each customer
31. Active internal and external stakeholder management
32. 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, IT technical infrastructure
* SAP Basis / SAP ABAP / Infrastructure operation is beneficial
* 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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