This position requires access to customer data. Must be a U.S. citizen; SAP NS2 does not offer Visa sponsorships for this role. All internals must have manager's approval to transfer.

The Client Delivery Manager (CDM) serves as primary point of contact for SAP NS2 Cloud Customers of NS2 Cloud Services, mainly focusing on S/4 HANA RISE Private Cloud Edition (PCE) in the Commercially Regulated Environment (CRE) 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 initiation.

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 NS2. Additionally, the CDM bears commercial responsibility for the engagement and creates upsell opportunities.

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)
• Proposes and discusses improvement potential
• Conducts service and business planning meetings to understand customer business needs
• Explains aspects of SAP NS2's overall cloud strategy and the growing portfolio to ensure adoption of S/4HANA and cloud standardization and to drive transformation towards SAP NS2 Cloud Solutions

Delivery Management:

• Orchestrates onboarding and transition projects
• Manages overall service and project delivery according to planned scope, budget and milestones
• Single point of contact for service and support requirements of the customer regarding SAP NS2 cloud solutions
• Supports delivery and 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) and Operations Control Center (OCC) if applicable
• Supports the preparation of proposals, solution assessments and service scoping exercises
• Ensures feedback loop into development and operations unit
• Plans and manages customer release and maintenance activities (establish a customer IT calendar)
• Develops & implements quality plans for the customer
• Ensures service plan execution for Enhanced Managed Services and Cloud Application Services
• Creates and delivers monthly service reporting

Account Management:

• Identify upsell opportunities
• Collaborates with sales to ensure upsell and renewal (participate in the deal review meetings if applicable)
• Enable & ensures customer satisfaction surveys
• Drive & reviews SLA service credit cases
• General overview of commercial responsibility (SLA credit vs. profit)
• Supports commercial change requests
• General overview of sizing and pricing of upcoming change requests
• Runs Cloud Application Services operating profit reviews
• Liaises with different SAP NS2 stakeholders involved in the accounts, to ensure success and integration with neighbored teams

Education and Experience Requirements:

• Minimum Bachelor's Degree or equivalents in Business Administration, Computer Science, Technical Engineering, Economics or related field. Years of experience may be used in lieu of a degree.
• At least 5+ years of customer facing experience, with demonstrated expertise in escalation handling and procedures.
• Ability to quickly understand NS2 Cloud business and services
• Excellent customer focus / Networking / Relationship Building / Results-driven / Self-organized / Decision making
• Knowledge of one or more functional business processes (Logistic, Finance, etc.)
• Project Management
• Fundamentals / Infrastructure know-how and technical understanding and perspective on current IT trends
• Ability to manage multiple customers, proactive engagement to reduce escalations
• Technical and application developing skills for different cloud solutions - S/4 HANA, BTP, SAC required.
• Demonstrated openness to adopting new technologies, including AI and automation, with a willingness to evolve processes and ways of working as the organization advances.

Desired Professional Training & Certification:

• ITIL knowledge and skills are beneficial (Foundation Level)
• SAP NS2 Cloud models / solutions / operation processes

Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP's commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted annual combined range for this position is [redacted]00USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 455819 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid

Requisition ID: 455819

Posted Date: Jun 30, 2026

Work Area: Information Technology

Career Status: Professional

Employment Type: Regular Full Time

Expected Travel: 0 - 10%

Location: