Job Summary

Skills Set Required:

• 7-8+ Years Experience in SAP Basis Domain
• Customer Facing Experience (2-3 Years)
• Knowledge of SAP Products & Services (RISE, S/4HANA, BTP, HANA Database, SaaS Solutions)
• Hands-on experience in Upgrades, OS/DB migration & Cloud is preferred
• Good communication skills (English)

Key Responsibilities –

• Owns, develops and supports growth of the client relationship for SAP ECS
• Is the voice of the client within SAP and recognized as the escalation point for all issues with regards to the ECS engagement
• Is fully accountable for the ECS client engagement and service delivery, supported by various ECS roles and functions as needed
• Ensures seamless alignment across multiple internal and external stakeholders such as SAP Services, SAP Product support, ECS Partners and customer’s System Integrators or other Hosting Partners
• For Premium Partner delivered accounts, the CDM requires a technical and project management understanding
• Proactively positions new ECS service offerings, packages and brokers upsells within the client via the SAP Sales team (e.g., Industry AEs and others)
• Actively drives the cloud transformation agenda with key client stakeholders to ensure adoption of S/4HANA and cloud standardization
• Drives Customer Success – takes accountability for ECS service delivering expected outcomes to the business.
• Drives Commercial Success – avoids service credits, looks for improvement opportunities for upsell, engages Sales for pursuit
• Drives Digital Transformation Success – aligns services to client’s transformation strategy and goals
• Expected to spend most of the time on sustainable account management (e.g. growing relationship, continued utilization of ECS portfolio and enlarging ECS footprint) and limited time on service delivery
• Optionally supports SAP Sales team during pre-sales phase with advice and experience from the field with the goal to craft sustainable engagements
• Expected to spend up to 20% of time onsite at client location

Key Responsibilities

Regular Tasks to be Performed: –

• Set up the engagement, manage all engagement delivery lifecycle phases after contract signature (on-boarding, transition, stabilization, operations, off-boarding)
• Define the project / delivery / service plan, perform active stakeholder mgmt., governance, reporting, communication plan, meeting structure, risk mitigation, escalations path, etc.
• Ensure operational excellence on contract administration supported by ECS functions (profitability reporting, invoicing, credits, penalties etc.)
• Identify service improvements and delivery opportunities and realize the value for the client
• Prepare, realize, and follow-up of strategic planning workshops towards S/4HANA transformation 
• Create and execute the ECS Innovation agenda for the client
• Continuously increase client intimacy and establish close relationship with C-Executives and key stakeholders
• Track and report on business growth and upsell throughout the entire engagement lifecycle
• Initiate S2D and support all related activities S2D - Engagement readiness check (WI),  S2D - Project readiness check (WI), S2D Handover Meeting (WI)
• Plan for Customer Kick-Off Meeting
• Train Customer on R&R - (Recording of Upskilling Session / Customer VIDEO)
• HEC Customer Help Portal Support
• Initiate & Plan Onboarding (WI 0900_03)
• Support Decommissioning
• Decommision during build
• Business Go-Live support (SOP)
• Order CQC Services
• Joint delivery of Single Tenant Edition STE
• Support DR internal testing (SOP)
• Support External DR test
• Maintain SAM Outages
• Support Capacity Management
• Conduct Quarterly Business Review Meeting
• Customer Operations Review Meeting (WI)
• Commercial Change Requests (SOP)
• SLA Credit Processing (SOP)
• Contract review and understanding (WI)
• Customer Satisfaction Surveys (SOP)
• Organise for Risk Letter Process (SOP)
• Renewal Management
• System / Server Decommissioning Guide
• Customer Visits
• Internal CFU alignment meeting (SOP)
• Define the project / delivery / service plan, perform active stakeholder mgmt., governance, reporting, communication plan, meeting structure, risk mitigation, escalations path, etc.
• Ensure operational excellence on contract administration supported by ECS functions (profitability reporting, invoicing, credits, penalties etc.)
• Identify service improvements and delivery opportunities and realize the value for the client
• Prepare, realize, and follow-up of strategic planning workshops towards S/4HANA transformation
• Create and execute the ECS Innovation agenda for the client
• Continuously increase client intimacy and establish close relationship with C-Executives and key stakeholders
• Track and report on business growth and upsell throughout the entire engagement lifecycle
• Centralized EMS task for HEC-only customers
• SOP – Standard Operating Procedure & WI – Work Instructions will be available

Skill Requirements

Other Requirements