Client Delivery Manager (Cuauhtémoc) (Chihuahua)

Job Summary

We help the world run better.

The Client Delivery Manager (CDM) serves as the primary point of contact for SAP Private Cloud Customers of Enterprise Cloud Services, focusing on S/4HANA private cloud edition as per contract. The CDM drives end‑to‑end customer engagement from signature onward, including customer onboarding, continuous service delivery, architecture and governance coaching, relationship management, and renewal initiation. The CDM delivers high‑quality technical managed services, supports Rise with SAP customers in their SAP S/4HANA Private Cloud adoption journey, and ensures customer satisfaction through effective service delivery alongside other SAP roles.

Key Responsibilities

Engagement Management

• Conducts regular/quarterly business review meetings with the customer to discuss service quality
• Delivers a quarterly balanced scorecard with KPIs to ensure overall customer satisfaction (performance review)
• Creates and delivers monthly service reporting
• Proposes and discusses improvement potential
• Conducts service and business planning meetings to understand customer business needs; explains aspects of SAP's overall cloud strategy and the growing portfolio to ensure adoption of S/4HANA and cloud standardization, and to drive transformation towards SAP Cloud Solutions

Delivery Management

• Is accountable and orchestrates onboarding projects
• Manages overall technical delivery and management of system landscape according to planned scope, budget and milestones as a representative of SAP Enterprise Cloud Services
• Guides customers on key topics like Business Continuity, Security & Compliance 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) if applicable
• Ensures feedback loop into development/operations unit
• Plans and manages customer release and maintenance activities (establish a customer IT calendar)
• Ensures service plan execution by acting as a trusted advisor to establish a focus on core services delivered
• Develops & implements quality plans for the customer
• Proactive management of operational security risk by ensuring maintenance activities are addressed promptly, making customers aware of compliance reports and closure of risk letters

Account Management

• Identify upsell opportunities
• Enable & ensures customer satisfaction surveys
• Drive & reviews SLA service credit cases
• Protect ECS revenue by being proactive in managing balance statement reviews, supporting contract renewals and other revenue leakage possibilities
• General overview of sizing / pricing of upcoming change requests
• Liaises with different SAP stakeholders involved in the accounts, to ensure success and integration with neighboring teams
• Be part of the SAP overall governance model set up for each customer
• Active internal and external stakeholder management
• Proactively add value to customer (business) through aligning VAT (virtual account team) initiative

Experience & Language Requirements

• 5–10 years of work experience
• Customer‑facing role previous experience is a plus
• Excellent customer focus / networking / relationship building
• High proficiency in customer communications and presentations
• Ability to work effectively as part of a virtual, dynamic, and dispersed team
• Project Management Fundamentals
• Good understanding of cloud architecture and IT technical infrastructure
• Strong understanding of SAP solutions, including S/4HANA architecture, conversion, migration paths, and tools
• Proficiency in English is mandatory, both verbally and written
• Spanish is a plus

Education

• Minimum bachelor's degree or equivalents in Business Administration, Computer Science, Engineering, or related field
• ITIL knowledge and skills are beneficial (Foundation Level)