We help the world run better key responsibilities & tasksthe 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 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 the cdm bears commercial responsibility for the engagement and creates upsell tasks comprise the following:1. Engagement management1.1 conducts regular / quarterly business review meetings with the customer to discuss the service quality1.2 delivers a quarterly balanced scorecard with kpis to ensure overall customer satisfaction (performance review)1.3 proposes and discusses improvement potential1.4 conducts service and business planning meetings to1.4.1 understands customer business needs1.4.2 explains aspects of saps overall cloud strategy and the growing portfolio.1.4.2.1 to ensure adoption of S/4hana and cloud standardization1.4.2.2 to drive transformation towards sap cloud solutions2. Delivery management2.1 is accountable and orchestrates onboarding/transition projects2.2 manages overall service/project delivery according to planned scope, budget and milestones2.3 single point of contact for service and support requirements of the customer regarding sap cloud solutions2.4 supports delivery/operations teams to perform and drive root cause analysis to completion2.5 de-Escalates critical customer situations2.6 supports critical customer situations in conjunction with teams from mission control center (mcc) and operations control center (occ) if applicable2.7 supports the preparation of proposals, solution assessments and service scoping exercises2.8 ensures feedback loop into development/operations unit2.9 plans and manages customer release and maintenance activities (establish a customer it calendar)2.10 develops & implements quality plans for the customer2.11 ensures service plan execution for enhanced managed services and cloud application services2.12 creates and delivers monthly service reporting3. Account management3.1 identify upsell opportunities3.2 collaborates with sales to ensure upsell and renewal (participate in the deal review meetings if applicable)3.3 enable & ensures customer satisfaction surveys3.4 drive & reviews sla service credit cases3.5 general overview of commercial responsibility (sla credit vs. Profit)3.6 supports commercial change requests3.7 general overview of sizing / pricing of upcoming change requests3.8 runs cloud application services operating profit reviews3.9 liaises with different sap stakeholders involved in the accounts, to ensure success and integration with neighbored teamsjob specific skills and competencies- Presentation skills- Project management- Client understanding and acceptance- Core consulting methods- It tools, methods and processes- Customer business knowledge- Change management methods- Ability to manage customer escalations- Multitaskingexperience & educational requirements1. Experience & language requirements- +5 years of work experience- Excellent customer focus / networking / relationship building- Results-Driven / self-Organized / decision making- Project management 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- English verbally and written- Spanish is a plus2. Education- Minimum bachelors degree or equivalents in business administration, computer science, technical engineering, economics, or related field3. Professional training & certification- Itil knowledge and skills are beneficial (foundation level)we build breakthroughs togetherwe win with inclusionsaps 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 equi.
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