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

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

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

minimum bachelor’s degree or equivalents in Business Administration, Computer Science, Technical