Client Delivery Manager

**We help the world run better**

**What you'll do**

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.

You have a proven record of successful account management and are a proactive learner and creative problem solver who thrives in a fast-paced environment. You enjoy interactions that lead to ultimate customer success. You focus on details, particularly with communication, problem-solving, documentation and as seen as a trusted Advisor.

Key tasks include but are not limited to the following:

- Conduct regular / quarterly business review meetings with the customer to discuss the service quality.
- Proposes and discusses improvement potential, and conducts service and business planning meetings to understand customer business needs
- Is accountable and orchestrates onboarding/transition projects, single point of contact for service and support requirements of the customer regarding SAP cloud solutions, and supports delivery/operations teams to perform and drive root cause analysis to completion
- Supports the preparation of proposals, solution assessments and service scoping exercises
- Develops & implements quality plans for the customer
- Identify upsell opportunities and collaborates with sales to ensure upsell and renewal (participate in the deal review meetings if applicable)
- Liaises with different SAP stakeholders involved in the accounts, to ensure success and integration with neighbored teams

Experience and Educational Requirements

1. Experience
min. 5-7 years of work experience
Excellent customer focus / Networking / Relationship Building
Results-driven / Self-organized / Decision making
Knowledge of one or more functional business processes (Logistic, Finance, etc.)
Project Management Fundamentals
Lean Fundamentals
Infrastructure know-how and technical understanding
Perspective on current IT trends
Understand Cloud business and SAP Cloud models / solutions / operation processes
Understanding of escalation handling and procedures
2. Education
minimum Bachelor’s Degree or equivalents in Business Administration, Computer Science, Technical Engineering, Economics or related field
3. Professional Training & Certification
ITIL knowledge and skills are beneficial (Foundation Level)

**What you bring**

Must be an Australian Citizen as the position will be required to successfully achieve and maintain a security clearance, as issued by the Australian Government Security and Vetting Agency (AGSVA) to at least an NV1 (Negative Vetting 1) / Secret level. You can go to AGSVA website to review the Vetting Assessment Process you may need to go through and documents you may need to provide for the Australia Government Security Clearance.

SAPSovereignCloudCareers

**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: 353090 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.