SAP NS2 Client Delivery Manager (CDM)
About The Position
The Client Delivery Manager (CDM) is the primary point of contact for SAP NS2 cloud customers, with a focus on RISE with SAP, S/4HANA private cloud edition, S/4HANA Cloud Extended Edition, Secure HANA Cloud, and HANA Enterprise Cloud advanced Edition. The role drives customer engagement from contract signature through renewal, including onboarding, ongoing service delivery, release and maintenance project initiation, architecture and governance coaching, relationship management, and renewal initiation. The CDM coordinates customer delivery across scope, budgets, milestones, releases, maintenance, and longer-term account planning. The role builds customer relationships, facilitates quarterly business reviews and service reporting, aligns plans with customer needs and SAP NS2’s cloud strategy, and supports stabilization and recovery in critical customer situations. It also identifies commercial growth opportunities, including cross-selling, upselling, renewals, and SLA management, while collaborating with sales, delivery, cloud operations, Mission Control Center, OCC, and executive stakeholders. This position champions customer success, cloud adoption, standardization, and transformation toward SAP NS2 Cloud Solutions. Applicants must be a U.S. Person; SAP NS2 does not offer visa sponsorship for this role.
Requirements
- At least 6 years managing and delivering SAP consulting, hosting, support, or operations projects in customer-facing roles.
- At least 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 cloud ERP offerings, including Cloud ERP Private and RISE with SAP, and SAP NS2 cloud operating models.
- Foundational knowledge of cloud and SAP operations, including networking, high availability/disaster recovery, and 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 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.
- Must be a U.S. Person; visa sponsorship is not offered.
- Internal applicants must have their manager’s approval to transfer.
Nice To Haves
- Knowledge or certification in SAP IT operations standards, such as ITIL 4, Run SAP, SAP CoE, Solution Manager ALM, or FRUN.
Responsibilities
- Serve as the primary point of contact for SAP NS2 cloud customers.
- Manage end-to-end customer engagements from contract signature through renewal, including onboarding and continuous service delivery.
- Initiate release, maintenance, and other customer projects; provide architecture guidance and governance coaching.
- Build and maintain customer relationships with executives and stakeholders across SAP NS2.
- Conduct quarterly business reviews and develop balanced scorecards to support transparency, service quality, and continuous improvement.
- Develop service and business plans aligned with customer needs and SAP NS2’s cloud strategy.
- Orchestrate delivery lifecycle activities, including scope, budget, milestones, releases, maintenance, and long-term account vision.
- Maintain customer IT calendars and monthly service reporting, and execute Enhanced Managed Services and Cloud Application Services.
- Partner with MCC and OCC teams on stabilization and recovery paths in critical customer situations.
- Identify and support cross-selling, upselling, and renewal opportunities, and manage SLAs.
- Coordinate with sales, delivery units, cloud operations, Mission Control Center, and executive stakeholders.
- Guide customers through their cloud journey and advocate for their needs.
Benefits
- SAP provides flexible working models and emphasizes employee health and well-being.
- Variable incentive opportunities and additional benefits may be provided, subject to applicable plans and policies; eligibility details are referenced in SAP North America Benefits.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
