Careers

SAP Cloud Service Delivery Manager

Key tasks comprise the following:

• 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 & 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

PC3 Delivery Partner Resource Requirement – MUST HAVE skills

Technical Skills

1. 2. Strong knowledge of IT Service Management, SAP Basis and SAP Applications

Hands-on experience with SAP Basis activities, SAP release version upgrades and infrastructure updates for cloud customers

3. 4. Working experience with SAP HEC, SAP S/4HANA or any other cloud solution.

Hands-on experience with infrastructure operations, network, interfaces and Load Balancer topics

5. Strong technical troubleshooting skills with the ability to form the big picture quickly before surmising a path to a solution

Soft Skills1. 2. 3. 4. 5. Excellent customer focus / Networking / Relationship Building /Results-driven / Self- organized / Decision making

Excellent communication skills (written and verbal)

Understanding of escalation handling and procedures with customers while proactively working with internal teams towards arriving at a resolution 

Experience in working with cross-cultural and cross-functional teams or individuals

Proficiency in English (Written and verbal), additional (local) languages are a plus/on top. E.g. Asian (Chinese, Korean and Japanese), European (German, French, Italian, Turkish, Portuguese, Russian) languages.

PC3 Delivery Partner Resource Requirement – GOOD TO HAVE skills

Technical Skills

1. 2. 3. 4. Cloud architecture and IT technical infrastructure know-how

Knowledge of/certification in one of Azure, AWS or GCP fundamentals

Experience with Migration, Upgrade projects esp. on S/4H Cloud.

Knowledge of Project Management Fundamentals, ITIL, Lean Fundamentals is a plus

Soft Skills/Requirements

1. 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)