SAP Client Delivery Manager 

Brazil, São Paulo, São Paulo 

851197357

Additionally, the CDM bears commercial responsibility for the engagement and creates upsell opportunities.

Key tasks comprise the following:

1. Engagement Management

1.2 Delivers a quarterly balanced scorecard with KPIʼs to ensure overall customer satisfaction (performance review)

1.3 Proposes and discusses improvement potential

1.4 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/4HANA and cloud standardization
• Drive transformation towards SAP Cloud Solutions

2. Delivery Management

2.1 Is accountable and orchestrates onboarding/transition projects

2.2 Manages overall service/project delivery according to planned scope, budget and milestones

2.3 Single point of contact for service and support requirements of the customer regarding SAP cloud solutions

2.4 Supports delivery/operations teams to perform and drive root cause analysis to completion

2.5 De-escalates critical customer situations

2.7 Supports the preparation of proposals, solution assessments and service scoping exercises

2.8 Ensures feedback loop into development/operations unit

2.10 Develops & implements quality plans for the customer

2.11 Ensures service plan execution for Enhanced Managed Services and Cloud Application Services

2.12 Creates and delivers monthly service reporting

3. Account Management

3.1 Identify upsell opportunities

3.2 Collaborates with sales to ensure upsell and renewal (participate in the deal review meetings if applicable)

3.3 Enable & ensures customer satisfaction surveys

3.4 Drive & reviews SLA service credit cases

3.5 General overview of commercial responsibility (SLA credit vs. profit)

3.6 Supports commercial change requests

3.7 General overview of sizing / pricing of upcoming change requests

Experience & Educational Requirements

1. Experience & Language Requirements

• 2 - 3 years of work experience
• Customer facing role previous experience is a plus
• Excellent customer focus / Networking / Relationship Building
• Results-driven / Self-organized / Decision making
• Knowledge of one or more functional business processes (Logistic, Finance, etc.)
• Project Management Fundamentals
• Infrastructure know-how and technical understanding
• Perspective on current IT trends
• Understand Cloud business (min. S/4HANA) and SAP Cloud models / solutions / operation processes
• Understanding of escalation handling and procedures

• English verbally and written
• Spanish is a plus

2. Education

• Minimum Bachelorʼs Degree or equivalents in Business Administration, Computer Science, Engineering, or related field

3. Professional Training & Certification

• ITIL knowledge and skills are beneficial (Foundation Level)

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