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SAP · 23 hours ago

SAP NS2 Client Delivery Manager

United States

Full-time

Remote

Mid, Senior Level

$121K/yr - $205K/yr

5+ years exp

SAP is the global market leader for business software and related services, and they are seeking a Client Delivery Manager for their NS2 Cloud Customers. The role focuses on driving customer engagement, ensuring customer satisfaction, and managing service delivery and account management for SAP NS2 Cloud solutions.

AnalyticsBusiness IntelligenceBusiness Process Automation (BPA)ComputerData ManagementFinanceSoftware

Growth Opportunities

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

S/4 HANACloud Application ServicesCustomer EngagementITILProject ManagementNetworkingSelf-organizedOpenness to New TechnologiesCommercial ResponsibilityRelationship BuildingResults-drivenDecision Making

Required

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 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

Perspective on current IT trends

Ability to manage multiple customers, proactive engagement to reduce escalations

Preferred

Technical and application developing skills for different cloud solutions – S/4 HANA, BTP, SAC preferred

Demonstrated openness to adopting new technologies, including AI and automation, with a willingness to evolve processes and ways of working as the organization advances

Experience with SAP preferred

ITIL knowledge and skills are beneficial (Foundation Level)

SAP NS2 Cloud models / solutions / operation processes