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Job Description

The Senior 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 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 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 quality.

- Delivers a quarterly balanced scorecard with KPI’s to ensure overall customer satisfaction (performance review).

- Proposes and discusses improvement potential.

- Conducts service and business planning meetings to understand customer business needs.

- Explains 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 Solutions.

Delivery Management:

- Orchestrates onboarding/transition projects

- Manages 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 NS2 cloud solutions

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

- De-escalates critical customer situations

- Supports critical customer situations in conjunction with teams from Mission Control Center (MCC) and Operations Control Center (OCC) if applicable

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

- Ensures feedback loop into development/operations unit

- Plans and manages customer release and maintenance activities (establish a customer IT calendar)

- Develops & implements quality plans for the customer

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

- Creates and delivers monthly service reporting

Account Management:

- Identify upsell opportunities

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

- Enable & ensures customer satisfaction surveys

- Drive & reviews SLA service credit cases

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

- Supports commercial change requests

- General overview of sizing / pricing of upcoming change requests

- Runs Cloud Application Services operating profit reviews

- Liaises with different SAP NS2 stakeholders involved in the accounts, to ensure success and integration with neighbored teams

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

- 7+ years of experience in a Client Delivery or Client Technical Delivery position for an IT software or product

- PMP certification or similar PM courses and experience

- Understands Cloud business and specifically any SAP Cloud products/model/solutions

- Knowledge of SAP S/4 HANA

- Customer facing experience