19 feb
Sap
Xico
At SAP, we enable you to bring out your best.
Our company culture is focused on collaboration and a shared passion to help the world run better.
How?
We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work.
We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.
Job Summary: The Client Delivery Manager (CDM) serves as primary point of contact for SAP Private Cloud Customers of Enterprise Cloud Services,
for technical delivery topics and other contractual entitlements, mainly focusing on S/4HANA private cloud edition as per contract.
The CDM drives end-to-end customer engagement from signature onwards, particularly customer onboarding, continuous service delivery, architecture and governance coaching, relationship management, and renewal initiation.
The CDM will be instrumental in delivering high-quality technical managed services, supporting Rise with SAP customers in their SAP S/4HANA Private Cloud adoption journey, and ensuring customer satisfaction through effective service delivery, working along with other roles in SAP.
Key responsibilities: Engagement Management Conducts regular / quarterly business review meetings with the customer to discuss the service qualityDelivers a quarterly balanced scorecard with KPIs to ensure overall customer satisfaction (performance review)Creates and delivers monthly service reportingProposes and discusses improvement potentialConducts service and business planning meetings to understand customer business needs; explains aspects of SAP's overall cloud strategy and the growing portfolio; to ensure adoption of S/4HANA and cloud standardization; to drive transformation towards SAP Cloud SolutionsDelivery Management Is accountable and orchestrates onboarding projectsManages overall technical delivery and management of system landscape according to planned scope, budget and milestones as a representative of SAP Enterprise Cloud ServicesGuides customers on key topics like Business Continuity, Security & Compliance solutionsSupports delivery/operations teams to perform and drive root cause analysis to completionDe-escalates critical customer situationsSupports critical customer situations in conjunction with teams from Mission Control Center (MCC) if applicablePlans and manages customer release and maintenance activities (establish a customer IT calendar)Ensures service plan execution by acting as a trusted advisor to establish a focus on core services delivered.Develops & implements quality plans for the customerProactive management of operational security risk by ensuring maintenance activities are addressed promptly, making customers aware of compliance reports and closure of risk lettersAccount Management Identify upsell opportunitiesDrive & reviews SLA service credit casesProtect ECS revenue by being proactive in managing balance statement reviews,
supporting contract renewals and other revenue leakage possibilitiesGeneral overview of sizing / pricing of upcoming change requestsLiaises with different SAP stakeholders involved in the accounts, to ensure success and integration with neighbored teamsBe part of the SAP overall governance model set up for each customerActive internal and external stakeholder managementProactively add value to customer (business) through aligning VAT (virtual account team) initiativeExperience & Language Requirements 5 - 10 years of work experienceCustomer facing role previous experience is a plusHigh proficiency in customer communications and presentations.Ability to work effectively as part of a virtual, dynamic, and dispersed team.Good understanding of cloud architecture and IT technical infrastructureStrong understanding of SAP solutions, including S/4HANA architecture, conversion, migration paths,
and tools.Proficiency in English is mandatory/ verbally and writtenSpanish is a plusEducation Minimum bachelor's degree or equivalents in Business Administration, Computer Science, Engineering, or related field.ITIL knowledge and skills are beneficial (Foundation Level)Bring out your best SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively.
Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management.
As a cloud company with two hundred million users and more than one hundred thousand employees worldwide,
we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development.
Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves.
At SAP, you can bring out your best.
We win with inclusion SAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best.
At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential.
We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer.
We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities.
If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: ******.
EOE AA M/F/Vet/Disability: Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation,
gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.
Requisition ID: 419224 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.
Job Segment: Cloud, ERP, SAP, Relationship Manager, Computer Science, Technology, Customer Service
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