SAP NS2 Client Delivery Manager - Remote

SAP•Edgmont Township, PA

2d•$116,700 - $245,600•Remote

About The Position

The Client Delivery Manager (CDM) serves as the primary point of contact for SAP NS2 Cloud Customers of NS2 Cloud Services, 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, including customer onboarding, continuous service delivery, release and maintenance project initiation, architecture and governance coaching, relationship management, and renewal initiation. The role is expected to maintain customer satisfaction through issue mitigation and escalation management, build strong relationships with key customer stakeholders, and help customers maximize the value of their partnership with SAP NS2. Additionally, the CDM bears commercial responsibility for the engagement and creates upsell opportunities.

Requirements

Minimum Bachelor’s Degree or equivalent 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, and decision-making skills.
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.
Must be a U.S. citizen.

Nice To Haves

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

Responsibilities

Conduct regular quarterly business review meetings with the customer to discuss service quality.
Deliver a quarterly balanced scorecard with KPIs to ensure overall customer satisfaction.
Propose and discuss improvement potential with customers.
Conduct service and business planning meetings to understand customer business needs.
Explain aspects of SAP NS2's overall cloud strategy and growing portfolio to ensure adoption of S/4HANA and cloud standardization, and to drive transformation towards SAP NS2 Cloud Solutions.
Orchestrate onboarding and transition projects.
Manage overall service and project delivery according to planned scope, budget, and milestones.
Act as the single point of contact for service and support requirements of the customer regarding SAP NS2 cloud solutions.
Support delivery and operations teams to perform and drive root cause analysis to completion.
De-escalate critical customer situations.
Support critical customer situations in conjunction with teams from Mission Control Center (MCC) and Operations Control Center (OCC) if applicable.
Support the preparation of proposals, solution assessments, and service scoping exercises.
Ensure feedback loop into development and operations units.
Plan and manage customer release and maintenance activities (establish a customer IT calendar).
Develop and implement quality plans for the customer.
Ensure service plan execution for Enhanced Managed Services and Cloud Application Services.
Create and deliver monthly service reporting.
Identify upsell opportunities.
Collaborate with sales to ensure upsell and renewal (participate in deal review meetings if applicable).
Enable and ensure customer satisfaction surveys.
Drive and review SLA service credit cases.
Maintain general overview of commercial responsibility (SLA credit vs. profit).
Support commercial change requests.
Provide general overview of sizing and pricing of upcoming change requests.
Run Cloud Application Services operating profit reviews.
Liaise with different SAP NS2 stakeholders involved in the accounts to ensure success and integration with neighboring teams.