Job Description
Requisition ID: 138997
Work Area: Information Technology
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
COMPANY DESCRIPTION
As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.
PURPOSE AND OBJECTIVES
The HANA Enterprise Cloud organization is responsible for providing Cloud Hosted Infrastructure & Managed Services to our SAP Customers. The Customer Engagement Service Manager is a key member of the HANA Enterprise Customer Advisory Office Team ensuring coordination and Customer Satisfaction throughout the Customer Lifecycle.
Within our team, we practice a trust-based working model. If you need to work flexibly from another location or at another time you can do so given your manager’s agreement.
EXPECTATIONS AND TASKS
• Customer Relationship management
• Customer Communications (communication plan, support plan)
• Liaison to Service Delivery, Design & Architecture and Portfolio Team
• Ability to conduct Business meetings with Customers in the customer’s preferred language (German, English or Russian)
• Contract compliance and Risk management (project and business risks)
• Pipeline planning for potential projects or customer orders with assigned customers
• SLA Management and Reporting, Conducting Service Reviews
• Triggers and provides Reporting (Operational, Financial, Customer)
• Project scheduling supported by Delivery Units, coordination of onboarding activities (Customer setup, migration incl. scheduling) and monitoring of delivery
• Evaluation of new customer requirements / change request management
• Identify / manage roll-in request for new services (-> portfolio team, Delivery Units)
• Scheduling and monitoring of customer specific changes (e.g. de-commissioning of systems)
• Customer and internal escalation management (procedure and general issues complaints about SD Infrastructure Services)
EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES
Required skills
• We place high value on relevant personal qualities: resourcefulness, tenacity, high energy, and self-confidence
• Language Skills, German and English, native or fluent written and spoken, Russian or other regional languages a plus
• Good overview on the SAP Solution and Service Portfolio
• Technology know-how of SAP’s cloud solutions, in particular SAP’s Platform as a service offering
• Ability to effectively communicate on multiple levels within the Customer, Partner and SAP organizations
• Strong track record in managing client / customer engagements either in Sales / Pre-Sales or Consulting settings
Preferred skills
• Accustomed to working in an international / global virtual matrix organization
• Well-developed analytical and structuring skills
• Excellent soft skills
• Perspective on current IT trends and their impact on business strategies
• Project management skills
• Strong communication and presentation skills
WORK EXPERIENCE
• 3 – 5 years professional experience (preferably in the SAP ecosystem), minimum 1 year in a similar customer-facing position
SAP'S DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.
SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable 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 (Americas:
[email protected] or
[email protected], APJ:
[email protected], EMEA:
[email protected]). Requests for reasonable accommodation will be considered on a case-by-case basis.