SAP BASIS Delivery Manager

POSITION OVERVIEW : ABOUT THE TEAM SAP Customer Delivery Engagement (CDE) is part of SAP Enterprise Cloud Services (ECS) and delivers fixed-scope, proactive and outcome-based services across the entire SAP software stack to SAP s PaaS and SaaS cloud and on-premise customers. We manage a variety of customer engagements in HANA Enterprise Cloud, other SAP Cloud Offerings (like SuccessFactors) and on-premise. The service portfolio includes infrastructure services and Application Managed Services like Managed Data, Testing and Security. We create a stable foundation for our customers IT operations and support customers on their digital transformation journey to the intelligent enterprise based on S4/HANA. With continuous access to our expertise and the broader SAP expert network, our customers can take advantage of the latest technologies to support continuous business innovation. SAP CDE helps customers accelerate their innovation adoption, delivering the flexibility to adapt to business changes, rapidly implement technologies and standardize and optimize operations of SAP centric solutions. The mission of the CDE Organization is to maximize the customer success by helping to manage complexity, ensure stable operations, mitigate risk and lowering total cost of operation, support customers on their journey to the intelligent enterprise powered by S4/HANA and releasing investment as well as customer resource capacity for innovation. POSITION GENERAL DUTIES AND TASKS : THE ROLE
The CDM is the voice of the client within SAP and recognized as the main contact and escalation point for all questions and issues with regards to the ECS engagement
The Customer Delivery Manager (CDM) is the personal point of contact for all ECS customers, managing and coordinating all account activities with internal stakeholders and customers. The CDM cooperates closely with the Technical Service Managers (TSM) and the Project Lead (PL) during larger customer projects. The CDM builds a solid customer relationship and acts as a trusted advisor to the customer. The CDM ensures that SAP HANA Enterprise Cloud customers receive the best possible service by focusing on customer satisfaction, contract adherence and profitability. He/She is responsible for ensuring contractually agreed services are being rendered, and that change requests are processed in a timely manner.
The CDM cooperates closely with the customers IT department and business stakeholders, cooperatively planning and coordinating service requests. Also he is in contact with the Management / C-Level and acts as trusted advisor who grows the business by driving the client s digital transformation and generating higher customer value. The CDM shares monthly / quarterly reporting on the Service Level with the customer and advises on new services or other developments within SAP HANA Enterprise Cloud that increase the business value for the customer.