Role Summary The Client Delivery Manager (CDM) is the primary customer-facing leader responsible for ensuring successful delivery and ongoing operation of SAP solutions and services. The CDM acts as the bridge between customers, delivery teams, architects, and operations teams, managing customer expectations, service performance, escalations, governance, and business outcomes. The role owns the customer relationship throughout the lifecycle, from transition and migration through steady-state operations.

Key Responsibilities Customer Relationship Management - Serve as the primary point of contact for customers.

- Build and maintain strong executive and stakeholder relationships.
- Drive customer satisfaction and continuous service improvement.
- Manage customer communications, governance meetings, and service reviews.

Service Delivery

Governance - Ensure SLA, KPI, and contractual commitments are met.

- Monitor service quality, delivery performance, and operational metrics.
- Coordinate cross-functional teams to resolve service issues.
- Manage risk, issue tracking, and escalation handling. SAP & Cloud Delivery Oversight - Oversee SAP operations, migrations, and transformation programs.
- Support RISE with SAP, SAP S/4HANA, SAP HANA, and cloud initiatives.
- Coordinate with BASIS, infrastructure, security, and application teams.
- Ensure operational readiness during go-live and transition phases. Financial & Commercial Management - Track delivery costs, revenue, and project profitability.
- Manage scope changes, contract compliance, and renewals.




- Support account growth through upselling and value realization. Leadership & Continuous Improvement - Lead virtual and global delivery teams.
- Drive automation, operational excellence, and process improvements.
- Facilitate knowledge sharing and best-practice adoption.
- Mentor team members and delivery leads.

Required Skills Technical - Strong knowledge of SAP Solutions and SAP BASIS technologies.

- Experience with SAP S/4HANA architectures and migration approaches.
- Understanding of SAP HANA and cloud platforms.
- Familiarity with RISE with SAP, Azure, AWS, or Google Cloud. Functional - IT Service Management (ITIL).
- Program and project management.
- Customer success and stakeholder management.
- Service governance and operational excellence. Soft Skills - Excellent communication and presentation skills.
- Solid negotiation and conflict-resolution abilities.
- Executive stakeholder management.
- Problem-solving and decision-making skills.

Qualifications - Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.

- ITIL Foundation/Expert certification preferred.
- PMP, PRINCE2, Agile, or Scrum certifications desirable.
- SAP certification is an added advantage.

Success

Metrics - Customer Satisfaction (CSAT)

- SLA Compliance
- Service Availability
- Escalation Resolution Time
- Revenue Growth & Renewal Rates
- Operational Efficiency Improvements Preferred Industry Experience - SAP Managed Services
- SAP ECS / RISE Programs
- Digital Transformation Projects
- Enterprise Cloud Operations
- Global Service Delivery Models

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