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COMPANY DESCRIPTION SAP is the global market leader for business software and related services. SAP National Security Services Inc. (SAP NS2) is an independent U.S. subsidiary of SAP. At SAP NS2, we leverage best-in-breed technologies engineered by SAP to protect the lives, assets and information of Americans. We offer SAP solutions with specialized levels of security and support to meet the requirements of U.S. national security and critical infrastructure customers.
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 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 contract 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 proactive planning, 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.
Key tasks comprise the following: Engagement Management: Conducts regular / quarterly business review meetings with the customer to discuss the service qualityDelivers a quarterly balanced scorecard with KPI's to ensure overall customer satisfaction (performance review)Proposes and discusses improvement potentialConducts proactive service and business planning meetings to understand customer business needsExplains 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 SolutionsDelivery Management: Orchestrates onboarding/transition projectsManages overall service/project delivery according to planned scope, budget and milestonesSingle point of contact for service and support requirements of the customer regarding SAP NS2 cloud solutionsSupports delivery/operations teams to perform and drive root cause analysis to completionDe-escalates critical customer situationsSupports critical customer situations in conjunction with teams from Mission Control Center (MCC) and Operations Control Center (OCC) if applicableSupports the preparation of proposals, solution assessments and service scoping exercisesPlans and manages customer release and maintenance activities (establish a customer IT calendar)Develops & implements quality plans for the customerEnsures service plan execution for Enhanced Managed Services and Cloud Application ServicesCreates and delivers monthly service reportingAccount Management: Identify upsell opportunitiesCollaborates with sales to ensure upsell and renewal (participate in the deal review meetings if applicable)Drive & reviews SLA service credit casesGeneral overview of commercial responsibility (SLA credit vs. profit)Supports commercial change requestsGeneral overview of sizing / pricing of upcoming change requestsRuns Cloud Application Services operating profit reviewsLiaises with different SAP NS2 stakeholders involved in the accounts, to ensure success and integration with neighbored teamsExperience Requirements: Minimum 4 years of professional experienceResults-driven / Self-organized / Decision makingProblem Solving and AdaptabilityKnowledge of one or more functional business processes (Logistic, Finance, etc.)Familiarity with cloud services (AWS, Azure, GCP) and concepts (IaaS, PaaS, SaaS and Cloud Storage)Account Management experience working with revenue generating accountsExperience in escalation handling and proceduresEducation Requirements: Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent work experience. A combination of equivalent work and life experience will be accepted in lieu of degreeDesired Professional Training & Certification: ITIL knowledge and skills are beneficial (Foundation Level)Note: The job description is meant to be a guideline. It is not exhaustive, and we will expect the selected candidate to show flexibility and eagerness to undertake varied tasks and projects.
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