SAP Sr Client Delivery Manager 

United States, Pennsylvania, Newtown Township 

433571261

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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