Client Delivery Managers play a pivotal role in delivering high-quality technical managed services to Rise with SAP customers.
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* Main Responsibilities:
* Engagement Management
* Delivery Management
* Account Management
Key Tasks Include:
1. Conduct regular/quarterly business review meetings to discuss service quality and deliver quarterly balanced scorecards with KPIs to ensure customer satisfaction.
2. Create and present monthly service reports, identify potential improvements, and conduct service and business planning meetings to understand customer needs and explain SAP's cloud strategy.
3. 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.
4. Identify upsell opportunities, manage customer satisfaction surveys, review SLA service credit cases, and support contract renewals.
Requirements:
* 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.
Education and Training:
* Bachelor's degree or equivalent in Business Administration, Computer Science, Engineering, or related fields.
* ITIL Foundation knowledge is beneficial.