CLIENT DELIVERY MANAGER | SENIOR SPECIALIST

The Client Delivery Manager serves as primary point of contact for Cloud Customers of Enterprise Cloud Services, mainly focusing on HANA Enterprise Cloud (HEC), S/4 HANA private cloud edition, S/4 HANA Cloud extended Edition, HANA Enterprise Cloud advanced Edition and Cloud Application Services (CAS).

The Client Delivery Manager drives end-to-end customer engagement from signature onward, particularly customer on boarding, continuous service delivery, release and maintenance project initiation, architecture and governance coaching, relationship management, and renewal initiation.

Beside that 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.

Additionally, the Client Delivery Manager bears commercial responsibility for the engagement and creates up sell opportunities.

MAIN RESPONSIBILITIES

· 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 understands customer business needs explains aspects of SAP's overall cloud strategy and the growing portfolio: to ensure adoption of S/4HANA and cloud standardization and to drive transformation towards SAP Cloud Solutions

· +10 years of work experience

· 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

· Strategy Consultant

· Lean Fundamentals

· ITIL knowledge and skills are beneficial (Foundation Level)

· Infrastructure know-how and technical understanding

· Understand Cloud business and SAP Cloud models / solutions / operation processes

· Technical and application expertise for different cloud solutions (min. HEC & S/4 HANA)

· Understanding of escalation handling and procedures

· Excellent knowledge of English language, written and oral.

1. Demonstrable experience in the Information Technology industry in the areas of project management and strategy consulting.
2. Good understanding of the dynamics of the SAP® solutions.