Senior Client Delivery Manager Lac North

**We help the world run better**

**ABOUT THE TEAM**

Join our customer management team in Enterprise Cloud Services (ECS), the largest private cloud service provider in the world, serving customers in the LAC North Market Unit. Our passion is to give our customers the best service quality and achieve highest customer satisfaction ratings. We serve customers from all industries and make sure that their system landscapes and cloud transformation projects run stable and successfully so that our customers can focus on their business.

**THE ROLE**

The Client Delivery Manager (CDM) serves as primary point of contact for SAP Cloud Customers of Enterprise Cloud Services, mainly focusing on HANA Enterprise Cloud (HEC), S/4HANA private cloud edition, S/4HANA 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. Beside that 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 helping customers maximize the value of their partnership with SAP. Additionally, the CDM bears commercial responsibility for the engagement and creates upsell opportunities.

**THE TASKS**

1. Engagement Management
- Conduct regular business review meetings with customers to discuss service quality.
- Deliver a quarterly balanced scorecard with KPIs to ensure overall customer satisfaction and propose improvement ideas.
- Plan and conduct service and business planning meetings to understand customer needs and explain SAP's cloud strategy and portfolio for better adoption.

2. Delivery Management
- Be accountable for onboarding/transition projects and manage service/project delivery as per scope, budget, and milestones.
- Act as a single point of contact for customer support related to SAP cloud solutions.
- Support delivery teams in driving root cause analysis to completion and handle critical customer situations.

3. Account Management
- Identify upsell opportunities and collaborate with sales to ensure upsell and renewal.
- Enable and ensure customer satisfaction surveys, review SLA service credit cases, and oversee commercial responsibility.
- Support commercial change requests and provide an overview of sizing/pricing of upcoming change requests.
- Conduct Cloud Application Services operating profit reviews and ensure successful integration with other SAP teams involved in the accounts.

**EXPERIENCE AND REQUIREMENTS**
- More than 5 years of work experience with Bachelor’s Degree or equivalent in Business Administration, Computer Science, Technical Engineering, Economics, or related field
- Understand Cloud business and SAP Cloud models / solutions / operation processes
- Results-driven, self-organized, and strong decision-making skills
- Proficient in handling escalations and related procedures
- Demonstrated excellence in customer focus, networking, and relationship building
- Knowledge of one or more functional business processes (e.g., Logistics, Finance)
- Familiarity with Infrastructure know-how and technical understanding
- Fluent in verbal and written English

**NICE TO HAVE**
- Understanding of Project Management Fundamentals and Lean Principles
- Professional Training & Certification ITIL knowledge and skills are beneficial

SAPECSCareers

**We build breakthroughs together**

**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.

**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.

Requisition ID: 376797 | Work Area: Information Technology | Expected Travel: 0 - 30% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.