SAP NS2 Client Delivery Manager

SAP NS2 Client Delivery Manager - Remote

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.

About SAP NS2 SAP is the global market leader for business software and related services. SAP National Security Services Inc. (SAP NS2) is an independent U.S. subsidiary of SAP. At SAP NS2, we leverage best‑in‑breed technologies engineered by SAP to protect the lives, assets and information of Americans. We offer SAP solutions with specialized levels of security and support to meet the requirements of U.S. national security and critical infrastructure customers.

This position requires access to customer data. Must be a U.S. citizen; SAP NS2 does not offer Visa sponsor ships for this role. All internals must have manager’s approval to transfer.

The Client Delivery Manager (CDM) serves as primary point of contact for SAP NS2 Cloud Customers of NS2 Cloud Services, mainly focusing on S/4 HANA RISE Private Cloud Edition (PCE) in the Commercially Regulated Environment (CRE) 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, 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 and 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 opportunities.
• 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.
• Act as a single point of contact for service and support requirements of the customer regarding SAP NS2 cloud solutions.
• Support delivery and operations teams in root‑cause analysis to completion.
• De‑escalate critical customer situations and, when required, support in conjunction with Mission Control Center (MCC) and Operations Control Center (OCC).
• Support the preparation of proposals, solution assessments and service scoping exercises.
• Ensure feedback loop into development and operations units.
• 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, participating in deal review meetings when applicable.
• Enable and ensure customer satisfaction surveys.
• Drive and review SLA service credit cases.
• Oversee commercial responsibility (SLA credit vs. profit).
• Support commercial change requests.
• Oversee sizing and 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.

• Min…