SAP NS2 Client Delivery Manager (CDM)

Description

You will be the main contact for SAP NS2 cloud customers, mostly on RISE with SAP, S/4HANA private cloud edition, S/4HANA Cloud Extended Edition, Secure HANA Cloud, and HANA Enterprise Cloud advanced Edition.

You will run the customer relationship from contract signature onward, covering onboarding, ongoing service delivery, starting release and maintenance projects, architecture and governance guidance, relationship management, and renewals.

SAP NS2 is an independent U.S. subsidiary of SAP. Parent SAP has spent over 50 years building enterprise software and business AI, and the team here delivers SAP solutions with added security and support for U.S. national security and critical infrastructure customers.

You will need engagement management, delivery management, and account management experience with SAP, including cross-selling, upselling, and renewal work.

The role sits within a team that works with sales, delivery units, cloud operations, the Mission Control Center, and executives.

Responsibilities

• Take customers from contract signature through renewal, covering onboarding, service delivery, project starts, architecture advice, and governance coaching.
• Build lasting relationships with executives and stakeholders across SAP NS2.
• Run quarterly business reviews and balanced scorecards that show performance, improve service quality, and drive ongoing improvement.
• Write service and business plans that match customer needs and the SAP NS2 cloud strategy.
• Coordinate the full delivery lifecycle, including scope, budget, milestones, releases, maintenance, and the long-term account plan.
• Maintain customer IT calendars and monthly service reports, and deliver Enhanced Managed Services and Cloud Application Services.
• Lead stabilization and recovery in critical customer situations, working with the MCC and OCC teams.
• Find commercial growth through cross-sell, upsell, renewals, and SLA management.

Requirements

• You have 6+ years managing and delivering SAP consulting, hosting, support, or operations projects in customer-facing roles.
• You have 5+ years of SAP Basis and/or infrastructure operations or development work.
• You have hands-on experience with SAP cloud solutions, including HEC and S/4HANA.
• You have delivered SAP Enterprise Cloud or on-premises solutions for enterprise clients.
• You understand SAP's cloud ERP offerings (Cloud ERP Private and RISE with SAP) and the SAP NS2 cloud operating models.
• You have a working grasp of cloud and SAP operations, including networking, HA/DR, and integrations.
• You have SAP Basis experience and/or a certification with a major hyperscaler (AWS, Azure, or Google Cloud).
• You hold a bachelor's degree in a relevant discipline.
• You can explain technical detail to engineers and also brief senior executives clearly.
• You are strong at managing engagements, building relationships, and calming tense situations.
• You can juggle several engagements at once and solve problems proactively.
• You have the leadership, organization, and interpersonal skills to work across functions.
• You know SAP IT operations standards such as ITIL 4, Run SAP, SAP CoE, Solution Manager ALM, and FRUN, or hold certification in them.

Conditions

Must be a U.S. Person. The company does not offer visa sponsorship for this role.

Internal candidates need their manager's approval to transfer.

The posted salary range is included in the job posting. Final pay falls within that range and depends on education, skills, experience, location, role scope, and the selection process.

Use of AI in recruitment follows the company's ethical AI guidelines, and breaking them can disqualify you from hiring.

Your information is kept confidential under the EEO guidelines.

The company is committed to equal employment opportunity.

Benefits

• Variable incentive opportunities may be offered where applicable, under the terms of the relevant plans and policies.
• Any variable incentive is target-based, and actual payouts depend on company and individual performance.
• Additional benefits may be offered, and a benefits summary with eligibility requirements is available for North America.
• For SAP employees, only permanent roles qualify for the SAP Employee Referral Program under its policy rules. Vocational training roles may have specific conditions.