Job Description

We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

what you'll do

We are looking for a

Client Delivery Manager

who will serves as primary point of contact for SAP Cloud Customers of India Sovereign Cloud Services. As an individual contributor, in the CDM role, 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 bring

Minimum 10+ 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 Bachelor's degree from an accredited college/university in an appropriate field. Security-first mindset, and familiar with Governance, Risks and Compliance. Ability to multitask and handle various projects, deadlines and changing priorities Strong interpersonal, presentation, and customer service skills Commitment to maintaining office presence for efficient team collaboration. Must be an Indian citizen and willing to undergo a security clearance process

Meet your team

SAP Sovereign Cloud Delivery India unit will be providing the SAP's Sovereign Cloud Services in India, working on the cloud landscape architecture design, build, maintain and operate, to deliver a stable, secure and resilient cloud services, fully compliant to the local laws, regulations and the unique security, secrecy and digital sovereignty requirements of India. The team will be collaborating closely with central Architecture team, Security Office, Engineering teams and with Regulatory and Governance teams in India.



#SAPInternalT4PF

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 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: Careers@sap.com

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.

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


Requisition ID: 431366 | Work Area: Software-Development Operations | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.