Customer Delivery Manager (CDM)

Job Title: Customer Delivery Manager (CDM)

Job Location: Remote from anywhere in Germany
Job type: Contract 6 months (and further extendable)

Language: Basic German language required

JD:

A CDM (Client Delivery Manager) acts as the main point of contact for enterprise cloud customers and is responsible for driving end-to-end service delivery, maintaining customer satisfaction, and maximizing the business value of services for the client. Essential skills for this role include project management, stakeholder engagement, technical SAP expertise, and strong communication abilities.

Role and Responsibilities

The CDM manages and coordinates all account activities with both internal client teams and external customers, serving as the customer’s voice within client.
Responsibilities include customer onboarding, ongoing service delivery, release and maintenance initiation, governance coaching, relationship management, and renewal processes.
The CDM leads issue mitigation and escalation management to ensure customer satisfaction and contract adherence.
In larger projects, the CDM collaborates closely with Technical Service Managers and Project Leads, planning and coordinating service requests and acting as a trusted advisor to customer IT and business executives.
The CDM also drives the customer’s cloud transformation journey, ensuring all contractually agreed services are delivered and reporting regularly on service levels.

Skills Required

Project management and stakeholder management, including escalation management and conflict resolution.
Strong technical knowledge of SAP solutions, particularly SAP HANA Enterprise Cloud and Application Management Service; experience in SAP implementation and technical infrastructure.
Ability to build and sustain solid customer relationships, acting as a trusted advisor and growing customer value through digital transformation.
Excellent communication skills for engagement with technical teams, customer IT departments, and C-level executives.
High self-organization, attention to detail, and diligence, particularly for tracking deliverables and incident/crisis management.
Familiarity with account management practices and change management.