SAP Basis- Customer Engagement Manager

Who We AreThis role is responsible for E2E customer engagement and delivery of contractual agreement and services for SAP The digital Customer Engagement Manager (dCEM) Cloud Customers of SAP Enterprise Cloud Services, mainly focusing on SAP S/4HANA, private cloud edition deliverables. The CEM oversees the customer lifecycle from the moment of contract signing, particularly customer onboarding, continuous service delivery, release and maintenance project initiation, change management and renewal support for a range of customers. The CEM is also expected to maintain customer satisfaction through issue mitigation and escalation management, and helping customers maximize the value of their partnership with the client. The CEM manages a variety of technical and engagement aspects during the various phases of a range of customer’s lifecycle. They will work in seamless collaboration with Project Leads (PL) and SAP Enterprise Cloud Services internal delivery teams for the committed scope of delivery throughout the customer engagement lifecycle. This role also provides expert support in operations and facilitates the service lifecycle.What You'll Be DoingSupports sales to delivery handover and customer onboarding to SAP Enterprise Cloud ServicesInitiates digital service kick off for customersEnsures periodic service reviews to track the service quality across a range of customersContributes to onboarding/transitioning customers to SAP ENTERPRISE CLOUD SERVICES Orchestrates the overall service/project delivery according to planned scope, budget, and milestonesSupports in de-escalations of critical customer situationsSupports critical customer situations in conjunction with Major Incident Management (MIM), SAP Enterprise Cloud Services Customer Office teams and SAP Product Support, as applicableExecutes technical feasibility studies / solution reviews (if applicable)Contributes to customer release and maintenance activitiesSupports customers on technical requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagementExecutes and supports problem management and continuous improvementSupport customer satisfaction surveysReviews SLA service credit casesSupports commercial change requestsContributes to the liaison with different SAP stakeholders, esp. Virtual customer success partner involved in the accounts, to ensure customer successSupports 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 overtimeStructured 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 orchestrationSystematic and faster onboarding of associates: mandatory trainings documentationAssess the current skill level and plan for competency uplift: report to be shared on a quarterly basisEnable continuous delta KTs on new topics and refresher sessionsWhat You'll Bring AlongBachelor's degree in Computer Science, Information Technology, or a related fieldMinimum 5-10 years of 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 makingStrong knowledge of IT Service Management, SAP Basis and SAP ApplicationHands 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 plusKnowledge of Project Management Fundamentals, ITIL, Lean Fundamentals is a plusCloud architecture and IT technical infrastructure know-howTechnical and application expertise for different cloud solutions (min. HEC & S/4HANA)Understanding of escalation handling and proceduresExperience in working with cross-cultural and cross-functional teams or individualsProficiency in English (Written and verbal), additional (local) languages are plusStrong knowledge of IT Service Management, SAP Basis and SAP ApplicationsHands-on experience with SAP Basis activities, SAP release version upgrades and infrastructure updates for cloud customersWorking experience with SAP HEC, SAP S/4HANA or any other cloud solution.Hands-on experience with infrastructure operations, network, interfaces and Load Balancer topicsStrong technical troubleshooting skills with the ability to form the big picture quickly before surmising a path to a solutionCloud architecture and IT technical infrastructure know-howKnowledge of/certification in one of Azure, AWS or GCP fundamentalsExperience with Migration, Upgrade projects esp. on S/4H Cloud.Knowledge of Project Management Fundamentals, ITIL, Lean Fundamentals is a plusExcellent command of both spoken and written English and German