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.

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, especially customer onboarding, continuous service delivery, release and maintenance project initiation, architecture and governance coaching, relationship management, and renewal initiation.

The CDM maintains customer satisfaction through issue mitigation and escalation management, builds strong relationships with key stakeholders and helps customers maximize the value of their partnership with SAP NS2. The CDM also bears commercial responsibility for the engagement and creates upsell opportunities.

• Conducts regular/quarterly business review meetings with the customer to discuss service quality
• Delivers a quarterly balanced scorecard with KPIs to ensure overall customer satisfaction (performance review)
• Proposes and discusses improvement potential
• Conducts service and business planning meetings to understand customer business needs
• Explains 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 toward SAP NS2 Cloud Solutions

• Orchestrates onboarding/transition projects
• Manages overall service/project delivery according to planned scope, budget and milestones
• Single point of contact for service and support requirements of the customer regarding SAP NS2 cloud solutions
• Supports delivery/operations teams to perform and drive root cause analysis to completion
• De‑escalates critical customer situations
• Supports critical customer situations in conjunction with teams from Mission Control Center (MCC) and Operations Control Center (OCC) if applicable
• Supports the preparation of proposals, solution assessments and service scoping exercises
• Ensures feedback loop into development/operations unit
• Plans and manages customer release and maintenance activities (establish a customer IT calendar)
• Develops & implements quality plans for the customer
• Ensures service plan execution for Enhanced Managed Services and Cloud Application Services
• Creates and delivers monthly service reporting

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

• Minimum Bachelor’s Degree or equivalents in Business Administration, Computer Science, Technical Engineering, Economics or related field. Years of experience may be used in lieu of a degree.
• At least 5+ years of customer‑facing experience, with demonstrated expertise in escalation handling and procedures.
• Ability to quickly understand NS2 Cloud business and services.
• 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.
• Infrastructure know‑how and technical…