Client Delivery Manager

SAP; Rio de Janeiro; Presencial; BRL 120.000 - 160.000; Tempo parcial

Resumo da oferta

A SAP Brasil está buscando um Client Delivery Manager (CDM) para atuar como ponto de contato principal para clientes na nuvem privada. O CDM gerencia a interação com o cliente, desde o início até a entrega contínua de serviços, focando na adoção do S/4HANA. Buscamos um profissional altamente competente em comunicação e com experiência em ambientes técnicos, que deverá trabalhar em sinergia com diversas equipes para garantir a satisfação do cliente.

Serviços

Treinamento e desenvolvimento contínuo

Ambiente de trabalho colaborativo

Qualificações

• Experiência sólida em papel voltado para o cliente.
• Conhecimento em SAP pode ser um diferencial.

Responsabilidades

• Gerenciar e orquestrar projetos de onboarding.
• Conduzir reuniões de revisão de negócios regularmente com o cliente.
• Acompanhar a entrega de serviços técnicos.

Conhecimentos

Proficiente em inglês

Foco no cliente

Rede de contatos

Gestão de relacionamentos

Compreensão de arquitetura de nuvem

Formação académica

Bacharelado em Administração de Empresas, Ciência da Computação, Engenharia ou área relacionada

Descrição da oferta de emprego

Requisition ID: 426662
Work Area: Information Technology
Company: SAP Brasil Ltda.
Location: Rio de Janeiro
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T3
Grade Level: 3
Hiring Manager: Eliane Melani
Recruiter: Thais Nadim
Additional Locations:

The position can be filled as part time position.

** Please submit your CV in English in order to proceed in the process. **

** This opportunity will only consider people leaving in Rio de Janeiro and requires you to work 3 times a week in SAP RJ office. **

The Client Delivery Manager (CDM) serves as primary point of contact for SAP Private Cloud Customers of Enterprise Cloud Services, for technical delivery topics and other contractual entitlements, mainly focusing on S/4HANA private cloud edition as per contract.

The CDM drives end-to-end customer engagement from signature onwards, particularly customer onboarding , continuous service delivery, architecture and governance coaching, relationship management, and renewal initiation.

The CDM willbe instrumental in delivering high-quality technical managed services, supporting Rise with SAP customers in their SAP S/4HANA Private Cloud adoption journey, and ensuring customer satisfaction through effective service delivery, working along with other roles in SAP.

.

Key responsibilities:

Engagement Management

Conducts regular / quarterly business review meetings with the customer to discuss the service quality

Delivers a quarterly balanced scorecard with KPIʼs 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

understands customer business needs

explains aspects of SAP's overall cloud strategy and the growing portfolio.

to ensure adoption of S/4HANA and cloud standardization

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 milestonesas a representative of SAP Enterprise Cloud Services

Guide customers on key topics like Business Continuity, Security & Compliancesolutions

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 executionby 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 maintenanceactivities 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, supportingcontract 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 neighbored 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) initiatives

Experience & Educational Requirements

1. Experience & Language Requirements

• Solid work experience
• Proficiency in English is mandatory; additional language skills are an asset
• Customer facing role previous experience is a plus
• Excellent customer focus / Networking / Relationship Building
• Good understanding of cloud architecture, IT technical infrastructure
• SAP Basis / SAP ABAP / Infrastructure operation is beneficial
• Strong understanding of SAP solutions, including S/4HANA architecture, conversion, migration paths, and tools.
• High proficiency in customer communications and presentations.
• Ability to work effectively as part of a virtual, dynamic, and dispersed team.
• Project Management Fundamentals
• Spanish is a plus

2. Education

• Minimum bachelor’s degree or equivalents in Business Administration, Computer Science, Engineering, or related field.

3. Professional Training & Certification

• ITIL knowledge and skills are beneficial (Foundation Level)

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