ECS Client Delivery Manager (CDM) México – South Job at SAP – Ciudad de México

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The Client Delivery Manager (CDM) serves as primary point of contact for SAP Cloud Customers of Enterprise Cloud Services, mainly focusing on HANA Enterprise Cloud (HEC), S/4HANA private cloud edition, S/4HANA Cloud extended Edition, HANA Enterprise Cloud advanced Edition and Cloud Application Services (CAS).

The CDM drives 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.

Besides 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.

Key tasks comprise the following:
1. Engagement Management

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

1.2 Delivers a quarterly balanced scorecard with KPI’s to ensure overall customer satisfaction (performance review)

1.3 Proposes and discusses improvement potential

1.4 Conducts service and business planning meetings to

1.4.1 understands customer business needs

1.4.2 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 2. Delivery Management

2.1 Is accountable and orchestrates onboarding/transition projects

2.2 Manages overall service/project delivery according to planned scope, budget, and milestones

2.3 Single point of contact for service and support requirements of the customer regarding SAP cloud solutions

2.4 Supports delivery/operations teams to perform and drive root cause analysis to completion

2.5 De-escalates critical customer situations

2.6 Supports critical customer situations in conjunction with teams from Mission Control Center (MCC) and Operations Control Center (OCC) if applicable

2.7 Supports the preparation of proposals, solution assessments and service scoping exercises

2.8 Ensures feedback loop into development/operations unit

2.9 Plans and manages customer release and maintenance activities (establish a customer IT calendar)

2.10 Develops & implements quality plans for the customer

2.11 Ensures service plan execution for Enhanced Managed Services and Cloud Application Services

2.12 Creates and delivers monthly service reporting

3. Account Management

3.1 Identify upsell opportunities

3.2 Collaborates with sales to ensure upsell and renewal (participate in the deal review meetings if applicable)

3.3 Enable & ensures customer satisfaction surveys

3.4 Drive & reviews SLA service credit cases

3.5 General overview of commercial responsibility (SLA credit vs. profit)

3.6 Supports commercial change requests

3.7 General overview of sizing / pricing of upcoming change requests

3.8 Runs Cloud Application Services operating profit reviews

Experience & Educational Requirements

1. Experience & Language Requirements

1.1. 5 years of work experience in related areas

1.2. Excellent customer focus / Networking / Relationship Building

1.3. Results-driven / Self-organized / Decision making

1.4. Basic Project Management Fundamentals

1.5. Lean Fundamentals

1.6. Infrastructure know-how and technical understanding

1.7. Perspective on current IT trends

1.8. Basic understanding of Cloud business and SAP Cloud models / solutions / operation processes

1.9. Spanish language native or fully proficient. English language proficient.

2. Education

Minimum bachelor’s degree or equivalent in Business Administration, Computer Science, Engineering, or related field

3. Professional Training & Certification

ITIL knowledge or certification nice to have (Foundation Level)


To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: [email protected]

Successful candidates might be required to undergo a background verification with an external vendor.

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy

We build breakthroughs together

SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together.

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 and more equitable world.

SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide 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 to complete your application, please send an e-mail with your request to Recruiting Operations Team: [email protected]

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 3 USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.

Requisition ID: 364159 | Work Area: Information Technology | Expected Travel: 0 – 20% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: Virtual – Argentina #LI-Hybrid

About the Company

Company: SAP –

Company Location:  Ciudad de México

Estimated Salary:

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