Press Tab to Move to Skip to Content LinkSelect how often (in days) to receive an alert:Select how often (in days) to receive an alert: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..Key responsibilities:Engagement ManagementConducts regular / quarterly business review meetings with the customer to discuss the service qualityDelivers a quarterly balanced scorecard with KPIʼs to ensure overall customer satisfaction (performance review)Creates and delivers monthly service reportingProposes and discusses improvement potentialConducts service and business planning meetings tounderstands customer business needsexplains aspects of SAP's overall cloud strategy and the growing portfolio.to ensure adoption of S/4HANA and cloud standardizationto drive transformation towards SAP Cloud SolutionsDelivery ManagementIs accountable and orchestrates onboarding projectsManages overall technical delivery and management of system landscape according to planned scope, budget and milestonesas a representative of SAP Enterprise Cloud ServicesGuide customers on key topics like Business Continuity, Security & CompliancesolutionsSupports delivery/operations teams to perform and drive root cause analysis to completionDe-escalates critical customer situationsSupports critical customer situations in conjunction with teams from Mission Control Center (MCC) if applicableEnsures feedback loop into development/operations unitPlans and manages customer release and maintenance activities (establish a customer IT calendar)Ensures service plan executionby acting as a trusted advisor to establish a focus on core services delivered.Develops & implements quality plans for the customerProactive management of operational security risk by ensuring maintenanceactivities are addressed promptly, making customers aware of compliance reports and closure of risk lettersAccount ManagementIdentify upsell opportunitiesEnable & ensures customer satisfaction surveysDrive & reviews SLA service credit casesProtect ECS revenue by being proactive in managing balance statement reviews, supportingcontract renewals and other revenue leakage possibilitiesGeneral overview of sizing / pricing of upcoming change requestsLiaises with different SAP stakeholders involved in the accounts, to ensure success and integration with neighbored teamsBe part of the SAP overall governance model set up for each customerActive internal and external stakeholder managementProactively add value to customer (business) through aligning VAT (virtual account team) initiativesExperience & Educational Requirements1. Experience & Language RequirementsProficiency in English is mandatory; additional language skills are an assetCustomer facing role previous experience is a plusGood understanding of cloud architecture, IT technical infrastructureSAP Basis / SAP ABAP / Infrastructure operation is beneficialStrong 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.Spanish is a plus2. EducationMinimum bachelor’s degree or equivalents in Business Administration, Computer Science, Engineering, or related field.3. Professional Training & CertificationITIL knowledge and skills are beneficial (Foundation Level)SAP'S DIVERSITY COMMITMENTTo harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you 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.comFor SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy .Requisition ID: 426662Posted Date: Jul 16, 2025Work Area: Information TechnologyEmployment Type: Regular Full TimeExpected Travel: 0 - 10%Location:Rio de Janeiro, RJ, BR, 20090-003Job Segment: ERP, Project Manager, SAP, Relationship Manager, Computer Science, Technology, Customer Service
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