The Client Delivery Manager (CDM) serves as primary point of contact for SAP 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 CDM is expected to maintain customer satisfaction through issue mitigation and escalation management, to build strong relationships with key customer stakeholders, and help customers maximize the value of their partnership with SAP.
Shift timings: 24x7 model
Responsibilities
Client Leadership: Develop a strategic engagement with your client to establish client focus on the core of the services delivered. Build and maintain solid relationships with key stakeholders.
End-to-end ownership for delivery of service:
Demonstrate accountability as the single orchestrator for End2End delivery. Enforce a culture of performance & collaboration through delivery engagement and Internal Stakeholder Management
Profitability Management: Proactive account cost management. Understanding customer business needs to find innovative solutions adapted to client’s level of maturity, Safeguarding ECS Revenue, contract renewals
Contract Adherence: Understand the customer's business, ECS Technical and contractual aspects of services being delivered. Understands the importance of SAP services to their customer’s business
Compliance & Risk Management: Proactive management of Operational security risk by ensuring maintenance activities are addressed promptly, making customers aware of compliance reports and closure of risk letters
Continuous Improvement and Communication: Create a culture of pro-active problem management, co