Job Description

CDM Job Description

ABOUT THE TEAM

SAP Customer Delivery Engagement (CDE) is part of SAP Enterprise Cloud Services (ECS) and delivers fixed-scope, proactive and outcome-based services across the entire SAP software stack to SAP’s PaaS and SaaS cloud and on-premise customers.
We manage a variety of customer engagements in HANA Enterprise Cloud, other SAP Cloud Offerings (like SuccessFactors) and on-premise. The service portfolio includes infrastructure services and Application Managed Services like Managed Data, Testing and Security.
We create a stable foundation for our customers’ IT operations and support customers on their digital transformation journey to the intelligent enterprise based on S4/HANA. With continuous access to our expertise and the broader SAP expert network, our customers can take advantage of the latest technologies to support continuous business innovation. SAP CDE helps customers accelerate their innovation adoption, delivering the flexibility to adapt to business changes, rapidly implement technologies and standardize and optimize operations of SAP centric solutions. The mission of the CDE Organization is to maximize the customer success by helping to manage complexity, ensure stable operations, mitigate risk and lowering total cost of operation, support customers on their journey to the intelligent enterprise powered by S4/HANA and releasing investment as well as customer resource capacity for innovation.

THE ROLE

The CDM is the voice of the client within SAP and recognized as the main contact and escalation point for all questions and issues with regards to the ECS engagement
The Customer Delivery Manager (CDM) is the personal point of contact for all ECS customers, managing and coordinating all account activities with internal stakeholders and customers. The CDM cooperates closely with the Technical Service Managers (TSM) and the Project Lead (PL) during larger customer projects. The CDM builds a solid customer relationship and acts as a trusted advisor to the customer.
The CDM ensures that SAP HANA Enterprise Cloud customers receive the best possible service by focusing on customer satisfaction, contract adherence and profitability. He/She is responsible for ensuring contractually agreed services are being rendered and that change requests are processed in a timely manner.
The CDM cooperates closely with the customers’ IT department and business stakeholders, cooperatively planning and coordinating service requests. Also he is in contact with the Management / C-Level and acts as trusted advisor who grows the business by driving the client’s digital transformation and generating higher customer value. The CDM shares monthly / quarterly reporting on the Service Level with the customer and advises on new services or other developments within SAP HANA Enterprise Cloud that increase the business value for the customer.

The CDM role has variations depending on the customer’s contract type.
CDM Tasks
Some of the CDM’s task include:
• Actively drives the cloud transformation agenda with key client stakeholders to ensure adoption of S/4HANA and cloud standardization
• Lead the customer engagement and 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
• Perform administrative tasks required to manage the engagement (staffing, reporting & controlling).
• Manage proactive delivery of service plans and reactive support requests
• Host regular status and governance meetings with customers and other SAP stakeholders (extended account team)
• Drive transformation and onboarding towards SAP Cloud Solutions
• Drives end-to-end customer engagement including commercial responsibility (costs and profitability), customer expectations, delivery team success, customer reporting and invoicing
• Achieve customer reference collateral and customer satisfaction responses
• Deliver best through proactive mindset and de-escalate critical customer situations
• Protect and grow engagement scope and manage commercial change requests
• Participate in team-internal knowledge sharing and coach other team members
• Expected to spend up to 20% of time onsite at client location

EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES
• Bachelor’s degree required; advanced degree preferred in Business Administration, Computer Science, Technical Engineering, Economics or related field
• SAP Basis, technology and/or functional knowledge are very important
• Technical infrastructure know-how and technical understanding of virtualized system landscapes is critical for this role
• Strong project management skills & customer-facing experience
• Strong ability to translate between technical and non-technical audience with confidence
• Strong engagement management, relationship building and de-escalation skills
• Excellent presentation, communication and moderator skills
• High competency in multi-tasking and ability to manage multiple engagements in parallel
• Accustomed to working in an international and global virtual matrix organization
• Experienced in the area of IT service providers and managing outsourcing engagements
• Understanding of SAP’s cloud business, cloud and hybrid infrastructure and cloud operation processes
• High proficiency in English. Additional languages are a big plus
• Knowledge and certifications in standards and methodologies for SAP IT operations (e.g. SAP CCoE, ITIL V4 Foundation or Expert Level, Run SAP standards, Solution Manager ALM) are beneficial
• Certification in project management methodology (e.g. PMP) is beneficial

WORK EXPERIENCE
• 6+ years experience in project management or SAP Operations
• 6+ years experience in a customer-facing role