SAP NS2 Client Delivery Manager (CDM)
About The Position
The Client Delivery Manager (CDM) serves as the primary point of contact for SAP NS2 Cloud Customers, focusing on RISE with SAP, S/4HANA private cloud edition, S/4HANA Cloud Extended Edition, Secure HANA Cloud, and HANA Enterprise Cloud advanced Edition. 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. This role requires experience in Engagement Management, Delivery Management, and Account Management, with specific SAP knowledge and expertise, including cross-selling, upselling, and renewal opportunities.
Requirements
- 6+ years managing and delivering SAP consulting, hosting, support, or operations projects in customer-facing roles.
- 5+ years of SAP Basis and/or infrastructure operations or development experience.
- Hands-on expertise with SAP cloud solutions, including HEC and S/4HANA.
- Experience delivering SAP Enterprise Cloud or on-premises solutions for enterprise clients.
- Understanding of SAP’s cloud ERP offerings (Cloud ERP Private / RISE with SAP) and SAP NS2 cloud operating models.
- Foundational knowledge of cloud and SAP operations (networking, HA/DR, integrations).
- SAP Basis experience and/or certification with a major hyperscaler (AWS, Azure, or Google Cloud).
- Bachelor’s degree in a related field.
- Strong communication skills for both technical and executive audiences.
- Engagement management, relationship building, and de-escalation strengths.
- Ability to multitask across several engagements with a proactive, problem-solving mindset.
- Leadership, organizational, and interpersonal skills suitable for cross-functional collaboration.
- Knowledge or certification in SAP IT operations standards (ITIL 4, Run SAP, SAP CoE, Solution Manager ALM, FRUN, etc.).
- Must be a U.S. Person.
Responsibilities
- Drive end-to-end customer engagements from contract signature through renewal.
- Manage customer onboarding, service delivery, project initiation, architecture guidance, and governance coaching.
- Build strong and lasting customer relationships with executives and stakeholders.
- Conduct quarterly business reviews and balanced scorecards to drive transparency, service quality, and continuous improvement.
- Develop service and business plans aligned to customer needs and SAP NS2’s cloud strategy.
- Orchestrate the seamless delivery lifecycle, including scope, budget, milestones, releases, maintenance, and long-term account vision.
- Manage customer IT calendars, monthly service reporting, and execution of Enhanced Managed Services and Cloud Application Services.
- Develop stabilization and recovery paths in critical customer situations in partnership with MCC and OCC teams.
- Identify and pursue commercial growth opportunities through cross-sell, upsell, renewals, and SLA management.
- Serve as the trusted point of contact for RISE with SAP and key private and extended cloud solutions.
- Champion customer success, cloud adoption, standardization, and transformation toward SAP NS2 Cloud Solutions.
- Act as a strategic partner to customers, guiding them through their cloud journey, advocating for their needs, and ensuring they derive maximum value from SAP NS2.
Benefits
- SAP North America Benefits
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What This Job Offers
Job Type
Full-time
Career Level
Senior
