SAP CDM (Client Delivery Manager) | Remote

Hello,

Role: SAP CDM (Client Delivery Manager)

Location : Remote

5-7 Years Experience

in SAP Basis Domain

· Customer Facing Experience (2-3 Years)

· Knowledge of SAP Products & Services (RISE, S/4HANA, BTP, HANA Database, SaaS Solutions)

· Hands-on experience in Upgrades, OS/DB migration & Cloud is preferred

· Good communication skills (English)

Key Responsibilities –

· Owns, develops and supports growth of the client relationship for SAP ECS

· Is the voice of the client within SAP and recognized as the escalation point for all issues with regards to the ECS engagement

· Is fully accountable for the ECS client engagement and service delivery, supported by various ECS roles and functions as needed

· Ensures seamless alignment across multiple internal and external stakeholders such as SAP Services, SAP Product support, ECS Partners and customer’s System Integrators or other Hosting Partners

· For Premium Partner delivered accounts, the CDM requires a technical and project management understanding

· Proactively positions new ECS service offerings, packages and brokers upsells within the client via the SAP Sales team (e.g., Industry AEs and others)

· Actively drives the cloud transformation agenda with key client stakeholders to ensure adoption of S/4HANA and cloud standardization

· Drives Customer Success – takes accountability for ECS service delivering expected outcomes to the business.

· Drives Commercial Success – avoids service credits, looks for improvement opportunities for upsell, engages Sales for pursuit

· Drives Digital Transformation Success – aligns services to client’s transformation strategy and goals

· Expected to spend most of the time on sustainable account management (e.g. growing relationship, continued utilization of ECS portfolio and enlarging ECS footprint) and limited time on service delivery

· Optionally supports SAP Sales team during pre-sales phase with advice and experience from the field with the goal to craft sustainable engagements

· Expected to spend up to 20% of time onsite at client location

Regular Tasks to be Performed: –

· Set up the engagement, manage all engagement delivery lifecycle phases after contract signature (on-boarding, transition, stabilization, operations, off-boarding)

· Define the project / delivery / service plan, perform active stakeholder mgmt., governance, reporting, communication plan, meeting structure, risk mitigation, escalations path, etc.

· Ensure operational excellence on contract administration supported by ECS functions (profitability reporting, invoicing, credits, penalties etc.)

· Identify service improvements and delivery opportunities and realize the value for the client

· Prepare, realize, and follow-up of strategic planning workshops towards S/4HANA transformation

· Create and execute the ECS Innovation agenda for the client

· Continuously increase client intimacy and establish close relationship with C-Executives and key stakeholders

· Track and report on business growth and upsell throughout the entire engagement lifecycle

· Initiate S2D and support all related activities S2D - Engagement readiness check (WI), S2D - Project readiness check (WI), S2D Handover Meeting (WI)

· Plan for Customer Kick-Off Meeting

· Train Customer on R&R - (Recording of Upskilling Session / Customer VIDEO)

· HEC Customer Help Portal Support

· Initiate & Plan Onboarding (WI 0900_03)

· Support Decommissioning

· Decommision during build

· Business Go-Live support (SOP)

· Order CQC Services

· Joint delivery of Single Tenant Edition STE

· Support DR internal testing (SOP)

· Support External DR test

· Maintain SAM Outages

· Support Capacity Management

· Conduct Quarterly Business Review Meeting

· Customer Operations Review Meeting (WI)

· Commercial Change Requests (SOP)

· SLA Credit Processing (SOP)

· Contract review and understanding (WI)

· Customer Satisfaction Surveys (SOP)

· Organise for Risk Letter Process (SOP)

· Renewal Management

· System / Server Decommissioning Guide

· Customer Visits

· Internal CFU alignment meeting (SOP)

· Define the project / delivery / service plan, perform active stakeholder mgmt., governance, reporting, communication plan, meeting structure, risk mitigation, escalations path, etc.

· Ensure operational excellence on contract administration supported by ECS functions (profitability reporting, invoicing, credits, penalties etc.)

· Identify service improvements and delivery opportunities and realize the value for the client

· Prepare, realize, and follow-up of strategic planning workshops towards S/4HANA transformation

· Create and execute the ECS Innovation agenda for the client

· Continuously increase client intimacy and establish close relationship with C-Executives and key stakeholders

· Track and report on business growth and upsell throughout the entire engagement lifecycle

· Centralized EMS task for HEC-only customers

· SOP – Standard Operating Procedure & WI – Work Instructions will be available