• Job Description

  Req#: 171710000031437048
  Job Description
  This is a remote position.
  
  Senior Client Delivery Manager (CDM) - Project Manager (IT) T3
  
  01/01/2026 to 12/31/2026
  
  Herndon, VA
  
  Physical Work Arrangement Remote
  
  Description:
  
  *MUST be a US Citizen*
  
  *This is a fully remote position*
  
  *Possible convert to hire*
  
  The Senior Client Delivery Manager (CDM) serves as primary point of contact for SAP NS2 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.
  
  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 NS2. Additionally, the CDM bears commercial responsibility for the engagement and creates upsell opportunities.
  
  Key tasks comprise the following:
  
  Engagement Management:
  • Conducts regular / quarterly business review meetings with the customer to discuss the service quality.
  • Delivers a quarterly balanced scorecard with KPI's to ensure overall customer satisfaction (performance review).
  • Proposes and discusses improvement potential.
  • Conducts service and business planning meetings to understand customer business needs.
  • Explains aspects of SAP NS2's overall cloud strategy and the growing portfolio to ensure adoption of S/4HANA and cloud standardization and to drive transformation towards SAP NS2 Cloud Solutions.
  
  Delivery Management:
  • Orchestrates onboarding/transition projects
  • Manages overall service/project delivery according to planned scope, budget and milestones
  • Single point of contact for service and support requirements of the customer regarding SAP NS2 cloud solutions
  • Supports delivery/operations teams to perform and drive root cause analysis to completion
  • De-escalates critical customer situations
  • Supports critical customer situations in conjunction with teams from Mission Control Center (MCC) and Operations Control Center (OCC) if applicable
  • Supports the preparation of proposals, solution assessments and service scoping exercises
  • Ensures feedback loop into development/operations unit
  • Plans and manages customer release and maintenance activities (establish a customer IT calendar)
  • Develops & implements quality plans for the customer
  • Ensures service plan execution for Enhanced Managed Services and Cloud Application Services
  • Creates and delivers monthly service reporting
  
  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
  • General overview of commercial responsibility (SLA credit vs. profit)
  • Supports commercial change requests
  • General overview of sizing / pricing of upcoming change requests
  • Runs Cloud Application Services operating profit reviews
  • Liaises with different SAP NS2 stakeholders involved in the accounts, to ensure success and integration with neighbored teams
  
  Experience Requirements:
  • Minimum 5-7 years of professional experience
  • Excellent customer focus / Networking / Relationship Building
  • Results-driven / Self-organized / Decision making
  • Knowledge of one or more functional business processes (Logistic, Finance, etc.)
  • Project Management Fundamentals
  • Lean Fundamentals
  • Infrastructure know-how and technical understanding
  • Perspective on current IT trends
  • Understand Cloud business and SAP NS2 Cloud models / solutions / operation processes
  • Technical and application expertise for different cloud solutions (min. HEC & S/4HANA)
  • Understanding of escalation handling and procedures
  
  Education Requirements:
  • Minimum Bachelor's Degree or equivalents in Business Administration, Computer Science, Technical Engineering, Economics or related field
  
  Desired Professional Training & Certification:
  • ITIL knowledge and skills are beneficial (Foundation Level)
  • Project Manager Professional
  • Note: The job description is meant to be a guideline. It is not exhaustive, and we will expect the selected candidate to show flexibility and eagerness to undertake varied tasks and projects.

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