SAP NS2 Client Delivery Manager - Remote

At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging - but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

SAP 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 NS2 Cloud Services, mainly focusing on S/4 HANA RISE Private Cloud Edition (PCE) in the Commercially Regulated Environment (CRE) 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 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 with SAP NS2. Additionally, the CDM bears commercial responsibility for the engagement and creates upsell opportunities.

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 understand customer business needs
• Explains 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 Solutions

Delivery Management:

• Orchestrates onboarding and transition projects
• Manages overall service and project delivery according to planned scope, budget and milestones
• Single point of contact for service and support requirements of the customer regarding SAP NS2 cloud solutions
• Supports delivery and operations teams to perform and drive root cause analysis to completion
• De-escalates critical customer situations
• Supports critical customer situations in conjunction with teams from Mission Control Center (MCC) and Operations Control Center (OCC) if applicable
• Supports the preparation of proposals, solution assessments and service scoping exercises
• Ensures feedback loop into development and operations unit
• Plans and manages customer release and maintenance activities (establish a customer IT calendar)
• Develops & implements quality plans for the customer
• Ensures service plan execution for Enhanced Managed Services and Cloud Application Services
• Creates and delivers monthly service reporting

Account Management:

• Identify upsell opportunities
• Collaborates with sales to ensure upsell and renewal (participate in the deal review meetings if applicable)
• Enable & ensures customer satisfaction surveys
• Drive & reviews SLA service credit cases
• General overview of commercial responsibility (SLA credit vs. profit)
• Supports commercial change requests
• General overview of sizing and pricing of upcoming change requests
• Runs Cloud Application Services operating profit reviews
• Liaises with different SAP NS2 stakeholders involved in the accounts, to ensure success and integration with neighbored teams

• Minimum Bachelor's Degree or equivalents in Business Administration, Computer Science, Technical Engineering, Economics or related field. Years of experience may be used in lieu of a degree.
• At least 5 years of customer facing experience, with demonstrated expertise in escalation handling and procedures.
• Ability to quickly understand NS2 Cloud business and services
• 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 / Infrastructure know-how and technical understanding and perspective on current IT trends
• Ability to manage multiple customers, proactive engagement to reduce escalations
• Technical and application developing skills for different cloud solutions - S/4 HANA, BTP, SAC required.
• Demonstrated openness to adopting new technologies, including AI and automation, with a willingness to evolve processes and ways of working as the organization advances.

Desired Professional Training & Certification:

• ITIL knowledge and skills are beneficial (Foundation Level)
• SAP NS2 Cloud models / solutions / operation processes

SAP 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 inclusion SAP'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 world.