Client Delivery Manager - Sovereign Cloud Delivery Germany (m/f/d)

SAP SE; St. Leon-Rot; On-site; EUR 70,000 - 110,000; Full time

Job summary

SAP SE seeks a Client Delivery Manager for Berlin or St. Leon-Rot to lead end-to-end customer engagement for European Sovereign Cloud Services.

You will own onboarding, service delivery, releases, governance coaching, and renewal initiatives, while driving customer satisfaction and upsell opportunities. As a senior individual contributor, you will collaborate with sales and operations to ensure delivery within scope, budget, and milestones, and you will build relationships with key stakeholders

Qualifications

• Bachelor's degree or equivalents required.
• Experience in customer-focused roles and relationship management.
• Knowledge of SAP Cloud models and operating processes helpful.
• Willingness to undergo governmental security clearance process.

Responsibilities

• Engagement management: lead service planning and ensure customer needs are understood.
• Delivery management: act as single point of contact for cloud solution needs and manage releases.
• Account management: identify upsell opportunities and support renewals with sales.
• Maintain strong customer relationships and governance throughout the engagement.

Skills

Customer focus

Networking

Relationship building

Business process knowledge

Project management

Infrastructure know-how

Cloud solutions

Escalation handling

Security clearance readiness

Education

Bachelor's degree or equivalents in Business Administration, Computer Science, Technical Engineering, Economics or related field

Job description

We help the world run better

At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

We help the world run better

At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

Meet the team

SAP recently decided to combine and harmonize all SAP Sovereign Cloud offerings, establishing an end-to-end process for the Public Sector and regulated industries. The newly created Global Sovereign Cloud Delivery & Operations business unit is part of SAP Product Engineering with responsibility across the relevant Sovereign Cloud portfolio of SAP. Global Sovereign Cloud Delivery & Operations is collaborating closely with all Board areas to establish a harmonized, scalable, and consistent offering with transparent and standardized deliverables.

Your future role

We are looking for a Client Delivery Manager to join our Berlin or St. Leon Rot office, who will serve as primary point of contact for SAP Cloud Customers of European Sovereign Cloud Services. As an individual contributor CDM, you will drive end-to-end customer engagement from signature onwards, particularly customer onboarding, continuous service delivery, release and maintenance project initiation, architecture and governance coaching, relationship management, and renewal initiation. Beside that the Client Delivery Manager is expected to maintain customer satisfaction through issue mitigation and escalation management, to build strong relationships with key customer stakeholders and helping customers maximize the value of their partnership with SAP. Additionally, the CDM bears commercial responsibility for the engagement and creates upsell opportunities.

The Role Includes The Following Tasks

• Engagement Management
  • 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
  • Conducts regular / quarterly business review meetings with the customer to discuss the service quality
• Delivery Management
  • Single point of contact for service and support requirements of the customer regarding SAP cloud solutions
  • De-escalates critical customer situations
  • Ensures feedback loop into the operations teams
  • Plans and manages customer release and maintenance activities (establish a customer IT calendar)
  • Manages overall service/project delivery according to planned scope, budget and milestones
  • Supports delivery/operations teams to perform and drive root cause analysis to completion
• Account Management
  • 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
  • Supports commercial change requests
  • General overview of sizing / pricing of upcoming change requests

What You Will Bring

• Experience
  • min. 5-7 years of work experience
  • Excellent customer focus / Networking / Relationship Building
  • Knowledge of one or more functional business processes (Logistic, Finance, etc.)
  • Project Management Fundamentals
  • Infrastructure know-how and technical understanding
  • Understand Cloud business and SAP Cloud models / solutions / operation processes
  • Understanding of escalation handling and procedures
  • Due to the potentially classified nature of our work, your willingness is required to subject yourself to a governmental security clearance process
• Education
  • minimum bachelor’s degree or equivalents in Business Administration, Computer Science, Technical Engineering, Economics or related field

Bring out your best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

We win with inclusion

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.

SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or