Client Delivery Manager - Sovereign Cloud

We help the world run better At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong.

What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

We are looking for a Client Delivery Manager who will serve as primary point of contact for SAP Cloud Customers of UK Sovereign Cloud Services. 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.

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
    • explain aspects of SAP's overall cloud strategy and the growing portfolio.
    • ensure adoption of S/4
      
      HANA and cloud standardization
    • drive transformation towards SAP Cloud Solutions
• Delivery Management
  • Is accountable and orchestrates onboarding/transition projects
  • Manages 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
  • 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) and Operations Control Center (OCC) if applicable
  • Supports the preparation of proposals, solution assessments and service scoping exercises
  • Ensures feedback loop into the operations teams
  • 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 / pricing of upcoming change requests
  • Runs Cloud Application Services operating profit reviews
  • Liaises with different SAP stakeholders involved in the accounts, to ensure success and integration with neighbouring teams

Flexible schedule which may include weekend or after‑hours work.

• Experience
  • min. 5-7 years of work experience
  • Excellent customer focus / Networking / Relationship Building
  • Results‑driven / Self‑organized / Decision making
  • Knowledge of one or more functional business processes (Logistics, Finance, etc.)
  • Project Management Fundamentals
  • Lean Fundamentals
  • Infrastructure know‑how and technical understanding
  • Perspective on current IT trends
  • Understand Cloud business and SAP Cloud models / solutions / operation processes
  • Technical and application expertise for different cloud solutions (min. HEC & S/4
    
    HANA)
  • Understanding of escalation handling and procedures
• Education
  • minimum bachelor’s degree or equivalents in Business Administration, Computer…