Job Summary The Client Delivery Manager (CDM) serves as the primary point of contact for SAP Private Cloud Customers of Enterprise Cloud Services, focusing primarily on S/4HANA private cloud edition per contract. The CDM drives end-to-end customer engagement from signature onwards, including onboarding, continuous service delivery, architecture and governance coaching, relationship management, and renewal initiation. Key Responsibilities Engagement Management Conduct regular or quarterly business review meetings with the customer to discuss service quality Deliver a quarterly balanced scorecard with KPIs to ensure overall customer satisfaction (performance review) Create and deliver monthly service reporting Propose and discuss improvement potential Conduct service and business planning meetings to understand customer business needs Explain aspects of SAP’s overall cloud strategy and growing portfolio to ensure adoption of S/4HANA and cloud standardization Drive transformation towards SAP Cloud Solutions Delivery Management Accountable and orchestrate onboarding projects Manage overall technical delivery and system landscape according to scope, budget, and milestones as a representative of SAP Enterprise Cloud Services Guide customers on Business Continuity, Security & Compliance solutions Support delivery/operations teams to perform and drive root cause analysis to completion De‑escalate critical customer situations and support with Mission Control Center (MCC) when applicable Ensure feedback loop into development/operations unit Plan and manage customer release and maintenance activities (establish a customer IT calendar) Ensure service plan execution by acting as trusted advisor and focusing on core services delivered Develop and implement quality plans for the customer Proactively manage operational security risk by ensuring maintenance activities are addressed promptly and informing the customer of compliance reports and closure of risk letters Account Management Identify upsell opportunities Enable and ensure customer satisfaction surveys Drive and review SLA service credit cases Protect ECS revenue by proactively managing balance statement reviews, supporting contract renewals, and preventing revenue leakage Provide general overview of sizing or pricing of upcoming change requests Liaise with SAP stakeholders to ensure success and integration with neighboring teams Participate in SAP overall governance model set up for each customer Active internal and external stakeholder management Proactively add value to customers by aligning VAT (Virtual Account Team) initiatives Experience & Educational Requirements Experience & Language Requirements 5‑10 years of work experience Customer‑facing role experience is a plus High proficiency in customer communications and presentations Ability to work effectively as part of a virtual, dynamic, dispersed team Good understanding of cloud architecture and IT technical infrastructure Strong understanding of SAP solutions, including S/4HANA architecture, conversion, migration paths, and tools Proficiency in English (verbal and written) mandatory Spanish or Portuguese is a plus Education Minimum bachelor’s degree or equivalent in Business Administration, Computer Science, Engineering, or related field Professional Training & Certification ITIL Foundation Level knowledge and skills beneficial EEO Statement Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements. #J-18808-Ljbffr