Description:
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 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. Beside 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 SAP.
What you'll do
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
- Understands customer business needs
- Explains aspects of SAP's overall cloud strategy and the growing portfolio
- To enable adoption of S/4HANA and cloud standardization
- To enable transformation towards SAP Cloud Solutions
Delivery Management
- Contribute to onboarding/transition projects
- Contribute to the overall service/project delivery according to planned scope, budget and milestones
- Single point of contact for service and support requirements of the customer regarding SAP cloud solutions
- Contribute to delivery/operations teams to perform and drive root cause analysis to completion
- Contributes to the de-escalations of critical customer situations
- Contributes to 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 (if applicable)
- Support feedback loop into development/operations unit
- Contribute to customer release and maintenance activities (establish a customer IT calendar)
- Contributes to quality plans for the customer
- Support service plan execution for Enhanced Managed Services and Cloud Application Services
- Support monthly service reporting
Account Management
- Collaborates with sales to ensure upsell and renewal (participate in the deal review meetings if applicable)
- Supports customer satisfaction surveys
- Reviews SLA service credit cases
- General overview of commercial responsibility
- Supports commercial change requests
- Helps to maintain the general overview of sizing / pricing of upcoming change requests
- Joins Cloud Application Services operating profit reviews
- Contributes to the liaison with different SAP stakeholders involved in the accounts, to ensure success and integration with neighboring teams