Full Job Description
Job Description
What You'll Bring
The Client Delivery Manager (CDM) serves as primary point of contact for SAP NS2 Cloud Customers, mainly focusing on RISE with SAP, S/4HANA private cloud edition, S/4HANA Cloud Extended Edition, Secure HANA Cloud, and HANA Enterprise Cloud advanced Edition.
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.
You'll have experience in Engagement Management; Delivery Management; and Account Management, specifically with SAP knowledge and expertise. That experience includes cross-selling, upselling, and renewal opportunities. Additionally, you'll bring:
• 6+ years managing and delivering SAP consulting, hosting, support, or operations projects in customer-facing roles.
• 5+ years of SAP Basis and/or infrastructure operations or development experience.
• Hands-on expertise with SAP cloud solutions, including HEC and S/4HANA.
• Experience delivering SAP Enterprise Cloud or on-premises solutions for enterprise clients.
• Understanding of SAP's cloud ERP offerings (Cloud ERP Private / RISE with SAP) and SAP NS2 cloud operating models.
• Foundational knowledge of cloud and SAP operations (networking, HA/DR, integrations).
• SAP Basis experience and/or certification with a major hyperscaler (AWS, Azure, or Google Cloud).
• Bachelor's degree in a related field.
• Strong communication skills for both technical and executive audiences.
• Engagement management, relationship building, and de-escalation strengths.
• Ability to multitask across several engagements with a proactive, problem-solving mindset.
• Leadership, organizational, and interpersonal skills suitable for cross-functional collaboration.
• Knowledge or certification in SAP IT operations standards (ITIL 4, Run SAP, SAP CoE, Solution Manager ALM, FRUN, etc.).
What You'll Build
• End-to-end customer engagements from contract signature through renewal, including onboarding, service delivery, project initiation, architecture guidance, and governance coaching.
• Strong and lasting customer relationships with executives and stakeholders across SAP NS2.
• Quarterly business reviews and balanced scorecards that drive transparency, service quality, and continuous improvement.
• Service and business plans aligned to customer needs and SAP NS2's cloud strategy.
• Seamless delivery lifecycle orchestration-scope, budget, milestones, releases, maintenance, and long-term account vision.
• Customer IT calendars, monthly service reporting, and execution of Enhanced Managed Services and Cloud Application Services.
• Stabilization and recovery paths in critical customer situations in partnership with MCC and OCC teams.
• Commercial growth opportunities through cross-sell, upsell, renewals, and SLA management.
Where You'll Belong
• At the center of SAP NS2's cloud customer experience, serving as the trusted point of contact for RISE with SAP and key private and extended cloud solutions.
• Within a highly collaborative environment that spans sales, delivery units, cloud operations, Mission Control Center, and executive stakeholders.
• In a role that champions customer success, cloud adoption, standardization, and transformation toward SAP NS2 Cloud Solutions.
• As a strategic partner to your customers-guiding them through their cloud journey, advocating for their needs, and ensuring they derive maximum value from SAP NS2.
• In a culture that values ownership, customer-centricity, strong relationships, and continuous service excellence.
Qualifications
• 6+ years managing and delivering SAP consulting, hosting, support, or operations projects in customer-facing roles.
• 5+ years of SAP Basis and/or infrastructure operations or development experience.
• Hands-on expertise with SAP cloud solutions, including HEC and S/4HANA.
• Experience delivering SAP Enterprise Cloud or on-premises solutions for enterprise clients.
• Understanding of SAP's cloud ERP offerings (Cloud ERP Private / RISE with SAP) and SAP NS2 cloud operating models.
• Foundational knowledge of cloud and SAP operations (networking, HA/DR, integrations).
• SAP Basis experience and/or certification with a major hyperscaler (AWS, Azure, or Google Cloud).
• Bachelor's degree in a related field.
• Strong communication skills for both technical and executive audiences.
• Engagement management, relationship building, and de-escalation strengths.
• Ability to multitask across several engagements with a proactive, problem-solving mindset.
• Leadership, organizational, and interpersonal skills suitable for cross-functional collaboration.
• Knowledge or certification in SAP IT operations standards (ITIL 4, Run SAP, SAP CoE, Solution Manager ALM, FRUN, etc.).
