Client Delivery Manager

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.

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.

What You Build

As a Client Delivery Manager within the Global Sovereign Cloud Delivery & Operations organization, you will act as the primary point of contact for customers using SAP's European Sovereign Cloud Services. As an individual contributor, you will manage customer engagements end-to-end following contract signature, ensuring successful onboarding, service delivery, operational excellence, and long-term customer satisfaction.

Your Responsibilities Will Include

• Serving as the trusted advisor and main contact for customers throughout their Sovereign Cloud journey.
• Leading customer onboarding activities and guiding customers through service adoption and cloud transformation initiatives.
• Conducting regular service reviews, business planning sessions, and quarterly business review meetings.
• Understanding customer business objectives and aligning SAP cloud services to support their goals.
• Promoting the adoption of SAP S/4HANA and cloud standardization initiatives.
• Supporting customers in their transformation towards SAP Cloud solutions through governance and architecture guidance.

Delivery Management

• Acting as the single point of contact for customer service and support‑related matters concerning SAP cloud solutions.
• Managing customer escalations and driving resolution of critical situations.
• Ensuring effective communication and feedback loops between customers and SAP delivery and operations teams.
• Planning and coordinating release, maintenance, and operational activities through customer IT calendars.
• Managing service and project delivery against agreed scope, timelines, budgets, and milestones.
• Supporting delivery and operations teams in root cause analysis and ensuring corrective actions are completed.

Account Management

• Identifying opportunities to expand customer adoption of SAP services and solutions.
• Collaborating closely with sales teams to support renewals and upsell opportunities.
• Supporting customer satisfaction initiatives and ensuring feedback is collected and acted upon.
• Managing SLA‑related discussions and service credit cases where applicable.
• Supporting commercial change requests and providing guidance on sizing, scope, and pricing considerations.
• Building long-term relationships with key stakeholder groups and executive sponsors.

What You Bring

Required Qualifications & Experience

• 5-7 years of professional experience in customer-facing, service delivery, account management, project management, or related roles.
• Strong customer focus with proven relationship‑building and stakeholder management skills.
• Experience managing complex customer engagements and working across multiple internal teams.
• Knowledge of one or more business process areas such as Finance, Logistics, Supply Chain, or related domains.
• Solid understanding of project management fundamentals.
• Infrastructure knowledge and a strong technical understanding of enterprise IT environments.
• Understanding of cloud business models, SAP Cloud solutions, and cloud operational processes.
• Experience managing escalations and coordinating issue resolution across diverse stakeholder groups.
• Strong communication, presentation, and negotiation skills.
• Ability to balance customer advocacy with commercial objectives.

Education

• Bachelor's degree or equivalent in Business Administration, Computer Science, Engineering, Economics, or a related field.

Due to the potentially classified nature of our work, you must be willing to undergo a governmental security clearance process.

Where You'll Belong

The Global Sovereign Cloud Deliver