Customer Engagement Service Manager EMEA for HANA Enterprise Cloud Job

Job description

Requisition ID: 153467
Work Area: Consulting and Professional Services
Expected Travel: 0 - 20%
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 Cloud Services Delivery Team ensuring Coordination and Customer Satisfaction throughout the Customer Lifecycle.

EXPECTATIONS AND TASKS
- Pipeline planning for potential projects or customer orders with assigned customers
- Budget, forecast and capacity inputs to Delivery Units
- Contract Profitability / Margin Management & VSOE compliance
- Relationship management incl. customer communication (communication plan, support plan)
- Coordinate service w/HEC CoE
- Liaison to Service Delivery, Design & Architecture and Portfolio Team
- SLA Management and Reporting, Service Reviews (Operational, Financial)
- Project scheduling supported by Delivery Units, coordination of SD onboarding activities
- (Customer setup, migration incl. scheduling) and monitoring of delivery
- Change request management in the lifecycle
- Identify / manage roll-in request for new services
- Scheduling and monitoring of customer specific changes (e.g. de-commissioning of systems)
- Contract compliance and Risk management (project and business risks)
- Customer and internal escalation management

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES
- Resourcefulness, flexibility, reliability, high energy and self-confidence
- Good overview on the SAP Service Portfolio
- Strong track record in managing client / customer engagements either in Sales / Pre-Sales or
- Consulting settings
- ITIL knowledge and skills are beneficial
- Strong infrastructure know-how and a good technical understanding would be advantageous and highly appreciated
- Accustomed to working in an international / global virtual matrix organization
- Well-developed analytical and structuring skills and ability to solve problems
- Knowledge of IT trends and their impact on business strategies
- Customer Orientation with Relationship and Expectation Management
- Strong communication and presentation skills

WORK EXPERIENCE
- 3 – 5 years professional experience in the same/similar industry (could be via internship while a student)
- General Knowledge of Cloud models
- Accustomed to working in an international / global virtual matrix organization
- Well-developed analytical and structuring skills
- English & Spanish verbally and written
- Customer focus / Networking / Relationship Building
- Results-driven / Self-organized
- Infrastructure know-how and technical understanding
- High-level understanding Cloud business and SAP Cloud models / solutions / operation processes
- Technical and application understanding for different cloud solutions (HEC & S/4 HANA)
- High level understanding of escalation handling and procedures

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: or , APJ: , EMEA: ). Requests for reasonable accommodation will be considered on a case-by-case basis.

Additional Locations:

Job Segment: Service Manager, Cloud, ERP, Consulting, SAP, Customer Service, Technology