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SAP Sr Client Delivery Manager 
United States, Pennsylvania, Newtown Township 
433571261

16.09.2024

Engagement Management

  • Conduct regular / quarterly business review meetings with the customer to discuss the service quality
  • Deliver a quarterly balanced scorecard with KPI’s to ensure overall customer satisfaction (performance review)
  • Propose and discuss improvement potential
  • Conduct service and business planning meetings to understand customer business needs
  • Explain aspects of SAP's overall cloud strategy and the growing portfolio
  • Enable adoption of S/4HANA and cloud standardization
  • 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
  • Contribute to the de-escalations of critical customer situations
  • Contribute to critical customer situations in conjunction with teams from Mission Control Center (MCC) and Operations Control Center (OCC), if applicable
  • Support 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)
  • Contribute to quality plans for customer
  • Support service plan execution for Enhanced Managed Services and Cloud Application Services
  • Support monthly service reporting

Account Management

  • Collaborate with sales to ensure upsell and renewal (participate in the deal review meetings if applicable)
  • Support customer satisfaction surveys
  • Review SLA service credit cases
  • General overview of commercial responsibility
  • Support commercial change requests
  • Help to maintain the general overview of sizing / pricing of upcoming change requests
  • Join Cloud Application Services operating profit reviews
  • Contribute to the liaison with different SAP stakeholders involved in the accounts, to ensure success and integration with neighboring teams

Experience & Educational Requirements

  • Education minimum bachelor’s degree or equivalents in Business Administration, Computer Science, Technical Engineering, Economics or related field
  • 5 years minimum experience as a client delivery manager with excellent communication
  • Perspective on current IT trends Understand Cloud business and SAP Cloud models / solutions / operation processes
  • Excellent customer focus experience and thorough with networking and relationship building results-driven leader
  • Self-organized and decision-making knowledge of one or more functional business processes (Logistic, Finance, etc.)
  • Project Management Fundamentals, Lean Fundamentals, Infrastructure know-how and technical understanding
  • Professional Training & Certification ITIL knowledge and skills are beneficial

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