Position Overview
We help the world run better
At SAP, we keep it simple: you bring your best to us, and we’ll bring out the best in you. We’re builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what’s next. The work is challenging – but it matters. You’ll find a place where you can be yourself, prioritize your wellbeing, and truly belong.
What’s in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.
The Client Delivery Manager (CDM) serves as the primary point of contact for SAP Private Cloud Customers of Enterprise Cloud Services, 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.
Additionally, the CDM bears commercial responsibility for the engagement and creates upsell opportunities.
Key Responsibilities
Engagement Management
Conduct regular / quarterly business review meetings with the customer to discuss service quality.
Deliver a quarterly balanced scorecard with KPIs to ensure overall customer satisfaction.
Propose and discuss improvement potential.
Conduct service and business planning meetings to understand customer business needs, explain aspects of SAP’s overall cloud strategy, ensure adoption of S/4HANA and cloud standardization, and drive transformation towards SAP Cloud Solutions.
Delivery Management
Accountable and orchestrate onboarding/transition projects.
Manage overall service/project delivery according to planned scope, budget and milestones.
Serve as single point of contact for service and support requirements regarding SAP cloud solutions.
Support delivery/operations teams to perform and drive root cause analysis to completion.
De‑escalate critical customer situations and support them with Mission Control Center if applicable.
Support the preparation of proposals, solution assessments and service scoping exercises.
Plan and manage customer release and maintenance activities (establish a customer IT calendar).
Develop and implement quality plans for the customer.
Ensure service plan execution for Enhanced Managed Services and Cloud Application Services.
Create and deliver monthly service reporting.
Account Management
Identify upsell opportunities.
Collaborate with sales to ensure upsell and renewal (participate in the deal review meetings if applicable).
Drive & review SLA service credit cases.
General overview of commercial responsibility (SLA credit vs. profit).
Support commercial change requests and sizing/pricing of upcoming change requests.
Liaise with different SAP stakeholders involved in the accounts to ensure success and integration with neighboring teams.
Experience & Educational Requirements
Experience & Language Requirements
At least 5 years of work experience.
Customer facing role previous experience is a plus.
Results‑driven, self‑organized, decision‑making.
Knowledge of one or more functional business processes (Logistic, Finance, etc.).
Infrastructure know‑how and technical understanding.
Perspective on current IT trends.
Understand Cloud business (minimum S/4HANA) and SAP Cloud models / solutions / operation processes.
Understanding of escalation handling and procedures.
English verbally and written.
Spanish is a plus.
Education
Minimum Bachelor’s Degree or equivalents in Business Administration, Computer Science, Engineering, or related field.
Professional Training & Certification
ITIL knowledge and skills are beneficial (Foundation Level).
About SAP
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.
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. 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.
SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. Qualified applicants will receive consideration for employment without regard to age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, etc.), 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.
Contact and Application Information
Requisition ID: 447707
Work Area: Information Technology
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
Additional Locations: #LI-Hybrid
Job Segment: ERP, Cloud, SAP, Computer Science, Compliance, Technology, Legal
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