Client Delivery Manager

Description:

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. 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.Apply now!
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