SAP SE
SAP NS2 Client Delivery Manager - Remote
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.
About SAP NS2
SAP is the global market leader for business software and related services. SAP National Security Services Inc. (SAP NS2) is an independent U.S. subsidiary of SAP. At SAP NS2, we leverage best‑in‑breed technologies engineered by SAP to protect the lives, assets and information of Americans. We offer SAP solutions with specialized levels of security and support to meet the requirements of U.S. national security and critical infrastructure customers.
This position requires access to customer data. Must be a U.S. citizen; SAP NS2 does not offer Visa sponsorships for this role. All internals must have manager’s approval to transfer.
The Client Delivery Manager (CDM) serves as primary point of contact for SAP NS2 Cloud Customers of NS2 Cloud Services, mainly focusing on S/4 HANA RISE Private Cloud Edition (PCE) in the Commercially Regulated Environment (CRE) 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, build strong relationships with key customer stakeholders and help customers maximize the value of their partnership with SAP NS2. Additionally, the CDM bears commercial responsibility for the engagement and creates upsell opportunities.
Engagement Management
Conduct regular and quarterly business review meetings with the customer to discuss service quality.
Deliver a quarterly balanced scorecard with KPIs to ensure overall customer satisfaction.
Propose and discuss improvement opportunities.
Conduct service and business planning meetings to understand customer business needs.
Explain aspects of SAP NS2's overall cloud strategy and the growing portfolio to ensure adoption of S/4 HANA and cloud standardization and to drive transformation towards SAP NS2 Cloud Solutions.
Delivery Management
Orchestrate onboarding/transition projects.
Manage overall service/project delivery according to planned scope, budget and milestones.
Act as a single point of contact for service and support requirements of the customer regarding SAP NS2 cloud solutions.
Support delivery and operations teams in root‑cause analysis to completion.
De‑escalate critical customer situations and, when required, support in conjunction with Mission Control Center (MCC) and Operations Control Center (OCC).
Support the preparation of proposals, solution assessments and service scoping exercises.
Ensure feedback loop into development and operations units.
Plan and manage customer release and maintenance activities (establish a customer IT calendar).
Develop and implement quality plans for the customer.
Ensure service plan execution for Enhanced Managed Services and Cloud Application Services.
Create and deliver monthly service reporting.
Account Management
Identify upsell opportunities.
Collaborate with sales to ensure upsell and renewal, participating in deal review meetings when applicable.
Enable and ensure customer satisfaction surveys.
Drive and review SLA service credit cases.
Oversee commercial responsibility (SLA credit vs. profit).
Support commercial change requests.
Oversee sizing and pricing of upcoming change requests.
Run Cloud Application Services operating profit reviews.
Liaise with different SAP NS2 stakeholders involved in the accounts to ensure success and integration with neighboring teams.
Education and Experience Requirements
Minimum bachelor’s degree or equivalents in Business Administration, Computer Science, Technical Engineering, Economics, or related field. Years of experience may be used in lieu of a degree.
At least 5+ years of customer‑facing experience, with demonstrated expertise in escalation handling and procedures.
Ability to quickly understand NS2 Cloud business and services.
Excellent customer focus, networking, and relationship building.
Results‑driven, self‑organized, and decision‑making orientation.
Knowledge of one or more functional business processes (Logistics, Finance, etc.).
Infrastructure know‑how and technical understanding.
Perspective on current IT trends.
Ability to manage multiple customers and engage proactively to reduce escalations.
Technical and application development skills for different cloud solutions – S/4 HANA, BTP, SAC preferred.
Demonstrated openness to adopting new technologies, including AI and automation, with a willingness to evolve processes and ways of working.
Experience with SAP preferred.
Desired Professional Training & Certification
ITIL knowledge and skills are beneficial (Foundation Level).
Knowledge of SAP NS2 Cloud models, solutions, and operation processes.
About SAP SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end‑to‑end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose‑driven and future‑focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.
We win with inclusion SAP’s culture of inclusion, focus on health and well‑being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.
Equal Employment Opportunity SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e‑mail with your request to Recruiting Operations Team: Careers@sap.com.
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, etc.), sexual orientation, gender identity or expression, protected veteran status, or disability.
Compensation Range Transparency
SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step towards demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 120,800 – 205,200 USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.
Requisition ID: 444850 | Work Area: Information Technology | Expected Travel: 0 – 20% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid
Location: Herndon, VA, US, 20171
Nearest Major Market: Washington DC | Job Segment: Cloud, ERP, SAP, Computer Science, Relationship Manager, Technology, Customer Service
#J-18808-Ljbffr
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.
About SAP NS2
SAP is the global market leader for business software and related services. SAP National Security Services Inc. (SAP NS2) is an independent U.S. subsidiary of SAP. At SAP NS2, we leverage best‑in‑breed technologies engineered by SAP to protect the lives, assets and information of Americans. We offer SAP solutions with specialized levels of security and support to meet the requirements of U.S. national security and critical infrastructure customers.
This position requires access to customer data. Must be a U.S. citizen; SAP NS2 does not offer Visa sponsorships for this role. All internals must have manager’s approval to transfer.
The Client Delivery Manager (CDM) serves as primary point of contact for SAP NS2 Cloud Customers of NS2 Cloud Services, mainly focusing on S/4 HANA RISE Private Cloud Edition (PCE) in the Commercially Regulated Environment (CRE) 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, build strong relationships with key customer stakeholders and help customers maximize the value of their partnership with SAP NS2. Additionally, the CDM bears commercial responsibility for the engagement and creates upsell opportunities.
Engagement Management
Conduct regular and quarterly business review meetings with the customer to discuss service quality.
Deliver a quarterly balanced scorecard with KPIs to ensure overall customer satisfaction.
Propose and discuss improvement opportunities.
Conduct service and business planning meetings to understand customer business needs.
Explain aspects of SAP NS2's overall cloud strategy and the growing portfolio to ensure adoption of S/4 HANA and cloud standardization and to drive transformation towards SAP NS2 Cloud Solutions.
Delivery Management
Orchestrate onboarding/transition projects.
Manage overall service/project delivery according to planned scope, budget and milestones.
Act as a single point of contact for service and support requirements of the customer regarding SAP NS2 cloud solutions.
Support delivery and operations teams in root‑cause analysis to completion.
De‑escalate critical customer situations and, when required, support in conjunction with Mission Control Center (MCC) and Operations Control Center (OCC).
Support the preparation of proposals, solution assessments and service scoping exercises.
Ensure feedback loop into development and operations units.
Plan and manage customer release and maintenance activities (establish a customer IT calendar).
Develop and implement quality plans for the customer.
Ensure service plan execution for Enhanced Managed Services and Cloud Application Services.
Create and deliver monthly service reporting.
Account Management
Identify upsell opportunities.
Collaborate with sales to ensure upsell and renewal, participating in deal review meetings when applicable.
Enable and ensure customer satisfaction surveys.
Drive and review SLA service credit cases.
Oversee commercial responsibility (SLA credit vs. profit).
Support commercial change requests.
Oversee sizing and pricing of upcoming change requests.
Run Cloud Application Services operating profit reviews.
Liaise with different SAP NS2 stakeholders involved in the accounts to ensure success and integration with neighboring teams.
Education and Experience Requirements
Minimum bachelor’s degree or equivalents in Business Administration, Computer Science, Technical Engineering, Economics, or related field. Years of experience may be used in lieu of a degree.
At least 5+ years of customer‑facing experience, with demonstrated expertise in escalation handling and procedures.
Ability to quickly understand NS2 Cloud business and services.
Excellent customer focus, networking, and relationship building.
Results‑driven, self‑organized, and decision‑making orientation.
Knowledge of one or more functional business processes (Logistics, Finance, etc.).
Infrastructure know‑how and technical understanding.
Perspective on current IT trends.
Ability to manage multiple customers and engage proactively to reduce escalations.
Technical and application development skills for different cloud solutions – S/4 HANA, BTP, SAC preferred.
Demonstrated openness to adopting new technologies, including AI and automation, with a willingness to evolve processes and ways of working.
Experience with SAP preferred.
Desired Professional Training & Certification
ITIL knowledge and skills are beneficial (Foundation Level).
Knowledge of SAP NS2 Cloud models, solutions, and operation processes.
About SAP SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end‑to‑end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose‑driven and future‑focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.
We win with inclusion SAP’s culture of inclusion, focus on health and well‑being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.
Equal Employment Opportunity SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e‑mail with your request to Recruiting Operations Team: Careers@sap.com.
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, etc.), sexual orientation, gender identity or expression, protected veteran status, or disability.
Compensation Range Transparency
SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step towards demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 120,800 – 205,200 USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.
Requisition ID: 444850 | Work Area: Information Technology | Expected Travel: 0 – 20% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid
Location: Herndon, VA, US, 20171
Nearest Major Market: Washington DC | Job Segment: Cloud, ERP, SAP, Computer Science, Relationship Manager, Technology, Customer Service
#J-18808-Ljbffr