Client Delivery manager

Role: Client Delivery manager(CDM)
Location: (Europe)
Rate:
Key requirements:
Fluent in German – mandatory
Active C-User would be an added advantage
Candidates with 1-month notice period can also be considered
We can explore a buyout option for the notice period, if required
Responsibilities:
• Ensuring contract compliance of customer's Private cloud landscape. Safeguarding revenue to ensure minimal revenue leakage.
• CDMs are responsible for data integrity, customer transparency, timely commercial resolution, and compliant closure, ensuring Work@Risk remains a tightly controlled exception.
• Drive renewal readiness, risk forecast and mitigation, as well as identification of both upsells and cross-sells in partnership with Sales/Account team.
• Own renewal readiness and prevent churn by maintaining a continuous view of customer health, adoption, value realization, and satisfaction throughout the contract lifecycle.
• Drive customer adoption of SAP Private Cloud services by ensuring customers consume contracted entitlements and achieve intended business outcomes.
• Identify adoption risks early and lead corrective actions to increase platform utilization and customer value realization.
• Safeguard revenue by proactively identifying risks related to entitlement leakage, misalignment in scope, or non-compliant service consumption.
• Maintaining a thorough understanding of the customer's business and solution context, technical landscape, and contractual obligations.
• Fostering a culture of proactive problem management and service optimization while clearly articulating the value realized by the customer through structured governance, stakeholder engagement, and transparent cross functional collaboration within SAP.
• Conducting kick-off discussions with end customers.
• Running education and onboarding workshops for end customers (covering roles and responsibilities, monitoring, disaster recovery, customer advisory services, etc.).
• Fully understanding end-customer needs and the end customer's contractual entitlements.
• Managing de-escalation during crisis or critical situations related to the Private Cloud contract components.
• Facilitating scope changes and supporting relevant Change Request processes.
• Owning and maintaining end-customer data within relevant platforms (e.g., Delivery Engagement Desk / DED, Preferred Qualification and Assessment / PQA, Master Data Application).
• Facilitating the creation and maintenance of Service Plans.
• Conducting monthly service performance reviews per standard operating procedures.
• Managing Work@Risk (W@R) backlog items in accordance with defined policies.
• Coordinating CSAT participation and CSAT results follow-up
• Ensuring vulnerability by patching compliance or risk letter/schedule agreement within defined timeframes.
• Maintaining updated documentation, procedures, and issue logs.
• Provide a consolidated, holistic governance view across all account activities and deliverables
• Contribute actively to adoption calls, QBRs, and other strategic customer initiatives/reporting.
• Strengthen collaboration with IAE, TQM, TSM, EA, CEP, and SPMs through recurring alignment meetings.
• Provide status updates on the account status (weekly/bi-weekly/monthly depending on the situation)

Work arrangement
No