SAP Basis

Profile: SAP Basis CDM
Experience: 13-17 Years
Location: Remote

JD:
2. JOB DESCRIPTION – Customer Delivery Manager (CDM)
Function: SAP Enterprise Cloud Services – CFU
Experience: 8–12 years
Role Type: Customer Success, Delivery Governance, SLA Owner
Role Purpose
The CDM ensures smooth delivery of all ECS-managed services for RISE customers by overseeing SLA governance, service quality, communication, risk management, and cross-team coordination.
This role is less technical, and more delivery/governance driven, requiring strong stakeholder management.

Key Responsibilities – Detailed
A. Customer Relationship Management

• Serve as the primary customer delivery interface (non-technical).
• Run weekly operational meetings, QBRs, steering committees.
• Serve as escalation manager for delivery issues.
• Monitor customer satisfaction and drive service improvements.

B. SLA, KPI & Reporting Governance

• Own SLA adherence across availability, performance, incident response/resolution.
• Track KPIs, service credits, consumption, and contract-level commitments.
• Prepare and present monthly reports, trend analyses, improvement roadmap, and risk registers.
• Coordinate with internal teams to ensure SLA compliance.

C. Risk, Issue & Escalation Management

• Maintain a delivery risk log and mitigation plan.
• Handle escalations across TSM, LLD, security, infra, network, and customer teams.
• Ensure RCA and PIR items are closed with measurable outcomes.

D. Demand, Capacity & Release Coordination

• Ensure timely provisioning, sizing changes, cloud resource approvals, and network requests.
• Support onboarding of new environments, rollouts, and business expansions.
• Align downtime windows, release calendars, and customer approvals.

E. Governance of Multi-Team Delivery

• Coordinate with:
  • SAP ECS Delivery & Factory teams
  • Hyperscaler Ops
  • Security & Compliance teams
  • Integration teams
  • SAP Product Engineering
• Ensure all teams execute according to customer commitments.

Required Skills

• Strong understanding of SAP operations (BASIS, performance issues, upgrades).
• Experience in delivery/engagement management in SAP projects.
• Familiarity with cloud operations and SLA models.
• Expertise in ITIL, contract governance, and service reporting.

Soft Skills

• Strong executive-level communication and presentation skills.
• Conflict resolution and escalation management.
• Strategic thinking and proactive service improvement mindset.

Critical Hiring Watchouts ( Primary filters to ensure and delimit)

• CDM who cannot challenge technical or delivery teams.
• Weak communication or lack of leadership presence.
• No experience with SLAs, service credits, QBRs, or risk governance.