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SAP Client Delivery Manager - ECS in Rio de Janeiro, Brazil

Requisition ID: 411670

Work Area: Information Technology

Expected Travel: 0 - 10%

Career Status: Professional

Employment Type: Regular Full Time

Career Level: T3

Hiring Manager: Eliane Melani

Recruiter Name: Thais Nadim

Additional Locations:

* Please submit your CV in English in order to proceed in the process. *

* This opportunity requires you to work 3 times a week in SAP Rio de Janeiro office. *

The Client Delivery Manager (CDM) serves as primary point of contact for SAP Private Cloud Customers of Enterprise Cloud Services, for technical delivery topics and other contractual entitlements, mainly focusing on S/4HANA private cloud edition as per contract.

The CDM drives end-to-end customer engagement from signature onwards, particularly customer onboarding , continuous service delivery, architecture and governance coaching, relationship management, and renewal initiation.

The CDM will be instrumental in delivering high-quality technical managed services, supporting Rise with SAP customers in their SAP S/4HANA Private Cloud adoption journey, and ensuring customer satisfaction through effective service delivery, working along with other roles in SAP.

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Key responsibilities:

  1. Engagement Management

  2. Conducts regular / quarterly business review meetings with the customer to discuss the service quality

  3. Delivers a quarterly balanced scorecard with KPIs to ensure overall customer satisfaction (performance review)

  4. Creates and delivers monthly service reporting

  5. Proposes and discusses improvement potential

  6. Conducts service and business planning meetings to

  7. understands customer business needs

  8. explains aspects of SAP's overall cloud strategy and the growing portfolio.

  9. to ensure adoption of S/4HANA and cloud standardization

  10. to drive transformation towards SAP Cloud Solutions

  11. Delivery Management

  12. Is accountable and orchestrates onboarding projects

  13. Manages overall technical delivery and management of system landscape according to planned scope, budget and milestones as a representative of SAP Enterprise Cloud Services

  14. Guide customers on key topics like Business Continuity, Security & Compliancesolutions

  15. Supports delivery/operations teams to perform and drive root cause analysis to completion

  16. De-escalates critical customer situations

  17. Supports critical customer situations in conjunction with teams from Mission Control Center (MCC) if applicable

  18. Ensures feedback loop into development/operations unit

  19. Plans and manages customer release and maintenance activities (establish a customer IT calendar)

  20. Ensures service plan execution by acting as a trusted advisor to establish a focus on core services delivered.

  21. Develops & implements quality plans for the customer

  22. Proactive management of operational security risk by ensuring maintenanceactivities are addressed promptly, making customers aware of compliance reports and closure of risk letters

  23. Account Management

  24. Identify upsell opportunities

  25. Enable & ensures customer satisfaction surveys

  26. Drive & reviews SLA service credit cases

  27. Protect ECS revenue by being proactive in managing balance statement reviews, supportingcontract renewals and other revenue leakage possibilities

  28. General overview of sizing / pricing of upcoming change requests

  29. Liaises with different SAP stakeholders involved in the accounts, to ensure success and integration with neighbored teams

  30. Be part of the SAP overall governance model set up for each customer

  31. Active internal and external stakeholder management

  32. Proactively add value to customer (business) through aligning VAT (virtual account team) initiatives

Experience & Educational Requirements

  1. Experience & Language Requirements

  • Solid work experience

  • Proficiency in English is mandatory (verbally and written)

  • Customer facing role previous experience is a plus

  • Excellent customer focus / Networking / Relationship Building

  • Good understanding of cloud architecture and IT technical infrastructure

  • Strong understanding of SAP solutions, including S/4HANA architecture, conversion, migration paths, and tools.

  • High proficiency in customer communications and presentations.

  • Ability to work effectively as part of a virtual, dynamic, and dispersed team.

  • Project Management Fundamentals

  • Spanish is a plus

  1. Education
  • Minimum bachelors degree or equivalents in Business Administration, Computer Science, Engineering, or related field.
  1. Professional Training & Certification
  • ITIL knowledge and skills are beneficial (Foundation Level)

#SAPECSCareers

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To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

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