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**Job Summary**:The **Client Delivery Manager (CDM)** serves as primary point of contact for SAP Private Cloud Customers of Enterprise Cloud Services, for technical delivery topics and other contractual entitlements, mainly focusing on S/4HANA private cloud edition as per contract.The CDM drives end-to-end customer engagement from signature onwards, particularly customer onboarding, continuous service delivery, architecture and governance coaching, relationship management, and renewal initiation.The CDM will be instrumental in delivering high-quality technical managed services, supporting Rise with SAP customers in their SAP S/4HANA Private Cloud adoption journey, and ensuring customer satisfaction through effective service delivery, working along with other roles in SAP.
**Key responsibilities**:**Engagement Management**- Conducts regular / quarterly business review meetings with the customer to discuss the service quality- Delivers a quarterly balanced scorecard with KPI's to ensure overall customer satisfaction (performance review)- Creates and delivers monthly service reporting- Proposes and discusses improvement potential- Conducts service and business planning meetings to understands customer business needs; explains aspects of SAP's overall cloud strategy and the growing portfolio; to ensure adoption of S/4HANA and cloud standardization ; to drive transformation towards SAP Cloud Solutions**Delivery Management**- Is accountable and orchestrates onboarding projects- Manages overall technical delivery and management of system landscape according to planned scope, budget and milestones as a representative of SAP Enterprise Cloud Services- Guide customers on key topics like Business Continuity, Security & Compliance solutions- Supports delivery/operations teams to perform and drive root cause analysis to completion- De-escalates critical customer situations- Supports critical customer situations in conjunction with teams from Mission Control Center (MCC) if applicable- Ensures feedback loop into development/operations unit- Plans and manages customer release and maintenance activities (establish a customer IT calendar)- Ensures service plan execution by acting as a trusted advisor to establish a focus on core services delivered.
- Develops & implements quality plans for the customer- Proactive management of operational security risk by ensuring maintenance activities are addressed promptly, making customers aware of compliance reports and closure of risk letters**Account Management**- Identify upsell opportunities- Enable & ensures customer satisfaction surveys- Drive & reviews SLA service credit cases- Protect ECS revenue by being proactive in managing balance statement reviews,



supporting contract renewals and other revenue leakage possibilities- General overview of sizing / pricing of upcoming change requests- Liaises with different SAP stakeholders involved in the accounts, to ensure success and integration with neighbored teams- Be part of the SAP overall governance model set up for each customer- Active internal and external stakeholder management- Proactively add value to customer (business) through aligning VAT (virtual account team) initiative**Experience & Language Requirements**- 5 - 10 years of work experience- Customer facing role previous experience is a plus- Excellent customer focus / Networking / Relationship Building- High proficiency in customer communications and presentations.
- Ability to work effectively as part of a virtual, dynamic, and dispersed team.
- Project Management Fundamentals- Good understanding of cloud architecture and IT technical infrastructure- Strong understanding of SAP solutions, including S/4HANA architecture, conversion, migration paths, and tools.
- Proficiency in English is mandatory/verbally and written- Spanish is a plus**Education**- Minimum bachelor's degree or equivalents in Business Administration, Computer Science, Engineering, or related field.
- ITIL knowledge and skills are beneficial (Foundation Level)**Bring out your best****We win with inclusion**SAP's culture of inclusion, focus on health and well-being, and versátil 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

📌 Client Delivery Manager (Xico)
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📍 Xico