SAP NS2 Client Delivery Manager

SAP•Herndon, VA

19h•$75,200 - $177,700•Hybrid

About The Position

SAP National Security Services Inc.® (SAP NS2®) is an independent U.S. subsidiary of SAP. At SAP NS2, we leverage best-in-breed technologies engineered by SAP to protect the lives, assets and information of Americans. We offer SAP solutions with specialized levels of security and support to meet the requirements of U.S. national security and critical infrastructure customers. This position requires access to customer data. Must be a U.S. citizen; SAP NS2 does not offer Visa sponsorships for this role. All internals must have manager’s approval to transfer. The Client Delivery Manager (CDM) serves as primary point of contact for SAP NS2 Cloud Customers of NS2 Cloud Services, mainly 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, particularly customer onboarding, continuous service delivery, release and maintenance project initiation, architecture and governance coaching, relationship management, and renewal initiation. The Client Delivery Manager is expected to maintain customer satisfaction through issue mitigation and escalation management, to build strong relationships with key customer stakeholders and helping 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 equivalents in Business Administration, Computer Science, Technical Engineering, Economics or related field. Years of experience may be used in lieu of a degree.
At least 2 - 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 / Decision making
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.

Nice To Haves

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

Responsibilities

Conducts regular quarterly business review meetings with the customer to discuss the service quality
Delivers a quarterly balanced scorecard with KPI’s to ensure overall customer satisfaction (performance review)
Proposes and discusses improvement potential
Conducts service and business planning meetings to understand customer business needs
Explains aspects of SAP NS2's overall cloud strategy and the growing portfolio to ensure adoption of S/4HANA and cloud standardization and to drive transformation towards SAP NS2 Cloud Solutions
Orchestrates onboarding and transition projects
Manages overall service and project delivery according to planned scope, budget and milestones
Single point of contact for service and support requirements of the customer regarding SAP NS2 cloud solutions
Supports delivery and operations teams to perform and drive root cause analysis to completion
De-escalates critical customer situations
Supports critical customer situations in conjunction with teams from Mission Control Center (MCC) and Operations Control Center (OCC) if applicable
Supports the preparation of proposals, solution assessments and service scoping exercises
Ensures feedback loop into development and operations unit
Plans and manages customer release and maintenance activities (establish a customer IT calendar)
Develops & implements quality plans for the customer
Ensures service plan execution for Enhanced Managed Services and Cloud Application Services
Creates and delivers monthly service reporting
Identify upsell opportunities
Collaborates with sales to ensure upsell and renewal (participate in the deal review meetings if applicable)
Enable & ensures customer satisfaction surveys
Drive & reviews SLA service credit cases
General overview of commercial responsibility (SLA credit vs. profit)
Supports commercial change requests
General overview of sizing and pricing of upcoming change requests
Runs Cloud Application Services operating profit reviews
Liaises with different SAP NS2 stakeholders involved in the accounts, to ensure success and integration with neighbored teams