SAP Client Delivery Manager - ECS 

Brazil, Rio de Janeiro, Rio de Janeiro 

54773140

** This opportunity requires you to work 3 times a week in SAP Rio de Janeiro office. **

The CDM will

Key responsibilities:

1. Engagement Management
   1. Conducts regular / quarterly business review meetings with the customer to discuss the service quality
   2. Delivers a quarterly balanced scorecard with KPIʼs to ensure overall customer satisfaction (performance review)
   3. Creates and delivers monthly service reporting
   4. Proposes and discusses improvement potential
   5. Conducts service and business planning meetings to
      1. understands customer business needs
      2. explains aspects of SAP's overall cloud strategy and the growing portfolio.
         1. to ensure adoption of S/4HANA and cloud standardization
         2. to drive transformation towards SAP Cloud Solutions

1. Delivery Management
   1. Is accountable and orchestrates onboarding projects
   2. Manages overall technical delivery and management of system landscape according to planned scope, budget and milestonesas a representative of SAP Enterprise Cloud Services
   3. Guide customers on key topics like Business Continuity, Security & Compliancesolutions
   4. Supports delivery/operations teams to perform and drive root cause analysis to completion
   5. De-escalates critical customer situations
   6. Supports critical customer situations in conjunction with teams from Mission Control Center (MCC) if applicable
   7. Ensures feedback loop into development/operations unit
   8. Plans and manages customer release and maintenance activities (establish a customer IT calendar)
   9. Ensures service plan executionby acting as a trusted advisor to establish a focus on core services delivered.
   10. Develops & implements quality plans for the customer
   11. Proactive management of operational security risk by ensuring maintenance activities are addressed promptly, making customers aware of compliance reports and closure of risk letters

1. Account Management
   1. Identify upsell opportunities
   2. Enable & ensures customer satisfaction surveys
   3. Drive & reviews SLA service credit cases
   4. Protect ECS revenue by being proactive in managing balance statement reviews, supporting contract renewals and other revenue leakage possibilities
   5. General overview of sizing / pricing of upcoming change requests
   6. Liaises with different SAP stakeholders involved in the accounts, to ensure success and integration with neighbored teams
      1. Be part of the SAP overall governance model set up for each customer
      2. Active internal and external stakeholder management
      3. Proactively add value to customer (business) through aligning VAT (virtual account team) initiatives

Experience & Educational Requirements

1. Experience & Language Requirements

• Solid work experience
• Proficiency in English is mandatory (verbally and written)
• Customer facing role previous experience is a plus
• Excellent customer focus / Networking / Relationship Building
• Good understanding of cloud architecture and IT technical infrastructure
• Strong understanding of SAP solutions, including S/4HANA architecture, conversion, migration paths, and tools.
• High proficiency in customer communications and presentations.
• Ability to work effectively as part of a virtual, dynamic, and dispersed team.
• Project Management Fundamentals
• Spanish is a plus

2. Education

• Minimum bachelor’s degree or equivalents in Business Administration, Computer Science, Engineering, or related field.

3. Professional Training & Certification

• ITIL knowledge and skills are beneficial (Foundation Level)