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The Client Delivery Manager (CDM) serves as primary point of contact for SAP Private Cloud Customers of Enterprise CloudServices, mainly focusing on S/4HANA private cloud edition. 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.
Key tasks comprise the following:
1. Engagement Management
1.1 Conducts regular / quarterly business review meetings with the customer to discuss the service quality
1.2 Delivers a quarterly balanced scorecard with KPIʼs to ensure overall customer satisfaction (performance review)
1.3 Proposes and discusses improvement potential
1.4 Conducts service and business planning meetings to:
Understand customer business needs
Explain aspects of SAP's overall cloud strategy and the growing portfolio.
Ensure adoption of S/4HANA and cloud standardization
Drive transformation towards SAP Cloud Solutions
2. Delivery Management
2.1 Is accountable and orchestrates onboarding/transition projects
2.2 Manages overall service/project delivery according to planned scope, budget and milestones
2.3 Single point of contact for service and support requirements of the customer regarding SAP cloud solutions
2.4 Supports delivery/operations teams to perform and drive root cause analysis to completion
2.5 De-escalates critical customer situations
2.6 Supports critical customer situations in conjunction with teams from Mission Control Center (MCC) if applicable
2.7 Supports the preparation of proposals, solution assessments and service scoping exercises
2.8 Ensures feedback loop into development/operations unit
2.9 Plans and manages customer release and maintenance activities (establish a customer IT calendar)
2.10 Develops & implements quality plans for the customer
2.11 Ensures service plan execution for Enhanced Managed Services and Cloud Application Services
2.12 Creates and delivers monthly service reporting
3. Account Management
3.1 Identify upsell opportunities
3.2 Collaborates with sales to ensure upsell and renewal (participate in the deal review meetings if applicable)
3.3 Enable & ensures customer satisfaction surveys
3.4 Drive & reviews SLA service credit cases
3.5 General overview of commercial responsibility (SLA credit vs. profit)
3.6 Supports commercial change requests
3.7 General overview of sizing / pricing of upcoming change requests
3.8 Liaises with different SAP stakeholders involved in the accounts, to ensure success and integration with neighbored teams
Experience & Educational Requirements
1. Experience & Language Requirements
At least 5 years of work experience
Customer facing role previous experience is a plus
Excellent customer focus / Networking / Relationship Building
Results-driven / Self-organized / Decision making
Knowledge of one or more functional business processes (Logistic, Finance, etc.)
Project Management Fundamentals
Infrastructure know-how and technical understanding
Perspective on current IT trends
Understand Cloud business (min. S/4HANA) and SAP Cloud models / solutions / operation processes
Understanding of escalation handling and procedures
English verbally and written
Spanish is a plus
2. Education
Minimum Bachelorʼs Degree or equivalents in Business Administration, Computer Science, Engineering, or related field
3. Professional Training & Certification
ITIL knowledge and skills are beneficial (Foundation Level)
Location
São Paulo
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 world.
SAP is committed to the values of Equal Employment Opportunity and provides 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 SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.
Successful candidates might be required to undergo a background verification with an external vendor.
AI Usage in the Recruitment Process
For information on the responsible use of AI in our recruitment process, please refer to Guidelines for Ethical Usage of AI in the Recruiting Process.
Note that any violation of these guidelines may result in disqualification from the hiring process.
Requisition ID: 447707 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid
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