3Core Systems, Inc · 1 month ago
Senior Client Delivery Manager (CDM) \- Project Manager (IT) T3
United States
Full-time
Remote
Senior Level
5+ years exp3Core Systems, Inc is a technology company seeking a Senior Client Delivery Manager (CDM) to serve as the primary point of contact for SAP NS2 Cloud Customers. The role involves driving customer engagement, managing service delivery, and ensuring customer satisfaction while identifying upsell opportunities.
Information ServicesInformation TechnologySoftware
No H1B
U.S. Citizen Only
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/transition projects
Manages overall service/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/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/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 / 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
Qualification
Required
MUST be a US Citizen
Minimum 5-7 years of professional experience
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
Lean Fundamentals
Infrastructure know-how and technical understanding
Perspective on current IT trends
Understand Cloud business and SAP NS2 Cloud models / solutions / operation processes
Technical and application expertise for different cloud solutions (min. HEC & S/4HANA)
Understanding of escalation handling and procedures
Minimum Bachelor's Degree or equivalents in Business Administration, Computer Science, Technical Engineering, Economics or related field
Preferred
ITIL knowledge and skills are beneficial (Foundation Level)
Project Manager Professional
Company
3Core Systems, Inc
Established in 2004, 3Core System is a certified small minority owned business providing ERP Systems Integration, AMS, IT Consulting and Staff Augmentation Services to Fortune 1000, SMB, and State, Local and Education (SLED) customers.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Navin Kandula
SAP HCM/SuccessFactors Solution Architect
Company data provided by crunchbase