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 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.

Role Description

Owns, develops and grows the client relationship
Be the Voice of the Client within SAP and recognized as the escalation point for all issues with regards to the engagement operations
Is fully responsible for the delivery of outcome based ECS portfolio together with the ECS PL and TSM (incl. cross LoB integration)
Ensures seamless alignment across multiple stakeholders, DBS, SI, Suppliers etc. à part of VAT, setup of governance model
Drives Customer Success - takes accountability for ECS service delivering expected outcomes to the business.
Initiates Commercial Success - avoids service credits, looks for improvement opportunities for upsell, engages Sales for pursuit
Drives Digital Transformation Success - aligns services to customer transformation strategy and goals
Expected to spend 60% of time on account management and 40% on service delivery

Deliverables

Set up the engagement, governance and execution model (define the project / delivery / service plan, stakeholder mgmt., reporting, communication plan, meeting structure, risk mitigation, escalations path, etc.)
Manage the contract (reporting, invoicing, credits, penalties, etc.) and financials (revenue, margin, profitability)
Identify service improvements and delivery opportunities and realize the value for the client

Measurement criteria

Customer Reference-ability
Customer Satisfaction
Revenue safeguarding / Prevention of Revenue Leakage

What you bring

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

**Qualifications**:
Communication skills via Remote Meeting, Telephone and Mail in English.
Understanding of SAP system operations and infrastructure architecture and/or Application Management of Cloud Solutions.
Inclusive and collaborative - driving teamwork and cross-team alignment
Problem solving mentality leveraging internal and/or external resources.
Language - Business level English is required, and Japanese/Korean will be a plus
Graduates from a technical background in IT with good communication and language Skills (EN, JP) are also welcome

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: 351757 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.