Sap ecs:pc3 dcem
day to day duties:
- supports sales to delivery handover and customer onboarding to sap enterprise cloud services
- initiates digital service kick off for customers
- ensures periodic service reviews to track the service quality across a range of customers
- contributes to onboarding/transitioning customers to sap enterprise cloud services
- orchestrates the overall service/project delivery according to planned scope, budget, and milestones
- supports in de:escalations of critical customer situations
- supports critical customer situations in conjunction with major incident management (mim), sap enterprise cloud services customer office teams and sap product support, as applicable
- executes technical feasibility studies / solution reviews (if applicable)
- contributes to customer release and maintenance activities
- supports customers on technical requirements throughout their lifecycle within the sap enterprise cloud services scope of engagement
- executes and supports problem management and continuous improvement
- support customer satisfaction surveys
- reviews sla service credit cases
- supports commercial change requests
- contributes to the liaison with different sap stakeholders, esp. Virtual customer success partner involved in the accounts, to ensure customer success
- supports in reviewing account status and analyzing if account needs to be transitioned to another team, based on growth in volume or complexity of the account overtime.
- structured knowledge documentation: the working procedures for supplier : derived from the processes maintained by sap : will be documented by the supplier, reviewed and signed off by sap and be fully part of the managed services orchestration.
- systematic and faster onboarding of associates: mandatory trainings documentation
- assess the current skill level and plan for competency uplift: report to be shared on a quarterly basis
- enable continuous delta kts on new topics and refresher sessions
role requirements
- engineering graduate with minimum 4+ years of work experience as sap technical consultant with 2+ years in customer facing role (consulting, it support, it services etc.)
- excellent customer focus / networking / relationship building /results:driven / self:organized / decision making
- strong knowledge of it service management, sap basis and sap application
- hands on experience with sap basis activities, sap release upgrades and infrastructure updates for cloud customers
- good understanding of sap enterprise cloud services operations infrastructure, processes and automation tools like spc, tic etc. is a plus
- knowledge of project management fundamentals, itil, lean fundamentals is a plus
- cloud architecture and it technical infrastructure know:how
- technical and application expertise for different cloud solutions (min. Hec and s/4hana)
- understanding of escalation handling and procedures
- experience in working with cross:cultural and cross:functional teams or individuals
- proficiency in english (written and verbal), additional (local) languages are plus
sap ecs:pc3 dcem