At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.COMPANY DESCRIPTIONSAP is the global market leader for business software and related services. SAP National Security Services Inc. (SAP NS2) is an independent U.S. subsidiary of SAP. At SAP NS2, we leverage best-in-breed technologies engineered by SAP to protect the lives, assets and information of Americans. We offer SAP solutions with specialized levels of security and support to meet the requirements of U.S. national security and critical infrastructure customers.This position requires access to customer data; Must be a U.S. citizen. SAP NS2 does not offer Visa sponsorships for this role. All internals must have manager’s approval to transfer.The 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 contract 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 proactive planning, 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 qualityDelivers a quarterly balanced scorecard with KPI’s to ensure overall customer satisfaction (performance review)Proposes and discusses improvement potentialConducts proactive service and business planning meetings to understand customer business needsExplains 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 SolutionsDelivery Management:Orchestrates onboarding/transition projectsManages overall service/project delivery according to planned scope, budget and milestonesSingle point of contact for service and support requirements of the customer regarding SAP NS2 cloud solutionsSupports delivery/operations teams to perform and drive root cause analysis to completionDe-escalates critical customer situationsSupports critical customer situations in conjunction with teams from Mission Control Center (MCC) and Operations Control Center (OCC) if applicableSupports the preparation of proposals, solution assessments and service scoping exercisesPlans and manages customer release and maintenance activities (establish a customer IT calendar)Develops & implements quality plans for the customerEnsures service plan execution for Enhanced Managed Services and Cloud Application ServicesCreates and delivers monthly service reportingAccount Management:Identify upsell opportunitiesCollaborates with sales to ensure upsell and renewal (participate in the deal review meetings if applicable)Drive & reviews SLA service credit casesGeneral overview of commercial responsibility (SLA credit vs. profit)Supports commercial change requestsGeneral overview of sizing / pricing of upcoming change requestsRuns Cloud Application Services operating profit reviewsLiaises with different SAP NS2 stakeholders involved in the accounts, to ensure success and integration with neighbored teamsExperience Requirements:Minimum 4 years of professional experienceResults-driven / Self-organized / Decision makingProblem Solving and AdaptabilityKnowledge of one or more functional business processes (Logistic, Finance, etc.)Familiarity with cloud services (AWS, Azure, GCP) and concepts (IaaS, PaaS, SaaS and Cloud Storage)Account Management experience working with revenue generating accountsExperience in escalation handling and proceduresEducation Requirements:Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent work experience. A combination of equivalent work and life experience will be accepted in lieu of degreeDesired Professional Training & Certification:ITIL knowledge and skills are beneficial (Foundation Level)Note: The job description is meant to be a guideline. It is not exhaustive, and we will expect the selected candidate to show flexibility and eagerness to undertake varied tasks and projects.Bring out your bestSAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.We win with inclusionSAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: AA M/F/Vet/DisabilityQualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.Compensation Range Transparency : SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 69600 - 161300(USD) USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance.Requisition ID: 410204 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-HybridNearest Major Market: PhiladelphiaJob Segment: Cloud, SAP, ERP, Database, Relationship Manager, Technology, Customer Service#J-18808-Ljbffr