The Client Delivery Manager (CDM) serves as the primary contact for SAP Private Cloud Customers of Enterprise Cloud Services, focusing on technical delivery and contractual entitlements.
Main Responsibilities:
1. Engagement Management: Conduct regular/quarterly business review meetings to discuss service quality, deliver quarterly balanced scorecards with KPIs, create and present monthly service reports, identify potential improvements, and conduct service and business planning meetings.
2. Delivery Management: Lead onboarding projects, manage technical delivery according to scope, budget, and milestones, advise customers on Business Continuity, Security, and Compliance, and support operations teams in root cause analysis and critical situation management.
3. Account Management: Identify upsell opportunities, manage customer satisfaction surveys, review SLA service credit cases, and support contract renewals.
Key Skills and Qualifications:
* Proficiency in English is mandatory; additional languages are advantageous.
* Previous customer-facing experience is preferred.
* Understanding of cloud architecture and IT infrastructure.
* SAP Basis / SAP ABAP / Infrastructure operation knowledge is beneficial.
* Strong SAP solutions knowledge, including S/4HANA architecture, migration paths, and tools.
* Excellent communication and presentation skills.
* Ability to work effectively in a virtual, dynamic team.
Professional Background:
* Bachelor's degree or equivalent in Business Administration, Computer Science, Engineering, or related fields.
* ITIL Foundation knowledge is beneficial.