Senior Client Delivery Manager; CDM

Senior Client Delivery Manager (CDM) – Remote

The Senior Client Delivery Manager (CDM) serves as primary point of contact for SAP NS2 Cloud Customers of Enterprise Cloud Services, mainly focusing on HANA Enterprise Cloud (HEC), S/4

HANA private cloud edition, S/4

HANA Cloud extended Edition, HANA Enterprise Cloud advanced Edition and Cloud Application Services (CAS).

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.

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 help customers maximize the value of their partnership with SAP NS2. Additionally, the CDM bears commercial responsibility for the engagement and creates upsell opportunities.

• 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 (performance review).
• Propose and discuss improvement potential.
• Conduct service and business planning meetings to understand customer business needs.
• Explain aspects of SAP NS2's overall cloud strategy and the growing portfolio to ensure adoption of S/4
  
  HANA and cloud standardization and to drive transformation towards SAP NS2 Cloud Solutions.

• 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 NS2 cloud solutions.
• Support delivery/operations teams to perform and drive root cause analysis to completion.
• De-escalate critical customer situations.
• Support critical customer situations in conjunction with teams from Mission Control Center (MCC) and Operations Control Center (OCC) if applicable.
• Support the preparation of proposals, solution assessments and service scoping exercises.
• Ensure feedback loop into development/operations unit.
• 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.

• Identify upsell opportunities.
• Collaborate with sales to ensure upsell and renewal (participate in the deal review meetings if applicable).
• Enable and ensure customer satisfaction surveys.
• Drive and review SLA service credit cases.
• Provide general overview of commercial responsibility (SLA credit vs. profit).
• Support commercial change requests.
• Provide general overview of sizing / pricing of upcoming change requests.
• Run Cloud Application Services operating profit reviews.
• Liaise with different SAP NS2 stakeholders involved in the accounts to ensure success and integration with neighboring teams.

• Minimum 5-7 Years Of Professional Experience
  .
• Excellent customer focus / Networking / Relationship Building.
• Results-driven / Self-organized / Decision making.
• Knowledge of one or more functional business processes (Logistics, Finance, etc.).
• Project Management Fundamentals.
• Lean Fundamentals.
• Infrastructure know‑how and technical understanding.
• Perspective on current IT trends.
• Understand Cloud business and SAP NS2 Cloud models / solutions / operation processes.
• Technical and application expertise for different cloud solutions (min. HEC & S/4
  
  HANA).
• Understanding of escalation handling and procedures.

• Minimum Bachelor’s Degree or equivalents in Business Administration, Computer Science, Technical Engineering, Economics or related field.

• ITIL knowledge and skills are beneficial (Foundation Level).
• Project Manager Professional.

• Seniority level:
  Mid‑Senior level
• Employment type:
  
  Full‑time
• Job function:
  Project Management and Information Technology
• Industries:
  Software Development