Develop a strategic engagement with your client to establish client focus on the core of the services delivered.
Continuously increase client trusted advisor relationship with executives and key stakeholders
Demonstrate accountability as the single orchestrator for end-to-end delivery.
Set up the engagement, manage all engagement delivery lifecycle phases after contract signature (on-boarding, transition, stabilization, operations, off-boarding)
Ensure operational excellence on contract administration supported by ECS functions (profitability reporting, invoicing, credits, penalties etc.)
Create and maintain service plans for each customer to proactively manage operational risk and ensure customer adherence to save on costs resulting from unforeseen outages
Identify service improvements and delivery opportunities and realize the value for the client
Track and report on business growth and upsell throughout the entire engagement lifecycle
Expected to spend up to 20% of time onsite at client location
EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES
Bachelor’s degree required; advanced degree preferred in Business Administration, Computer Science, Technical Engineering, Economics or related field
SAP Basis, technology and/or functional knowledge are very important
Technical infrastructure know-how and technical understanding of virtualized system landscapes is critical for this role
Strong ability to translate between technical and non-technical audience with confidence
Strong engagement management, relationship building and de-escalation skills
Excellent presentation, communication and moderator skills
High competency in multi-tasking and ability to manage multiple engagements in parallel
Accustomed to working in an international and global virtual matrix organization
Experienced in the area of IT service providers and managing outsourcing engagements
Understanding of SAP’s cloud business, cloud and hybrid infrastructure and cloud operation processes
High proficiency in English. Additional languages are a big plus
Knowledge and certifications in standards and methodologies for SAP IT operations (e.g. SAP CCoE, ITIL V4 Foundation or Expert Level, Run SAP standards, Solution Manager ALM) are beneficial
Certification in project management methodology (e.g. PMP) is beneficial
WORK EXPERIENCE
4~6+ years’ experience in project management or SAP Operations
4~6+ years’ experience in a customer-facing role
8+ years' experience in SAP Basis and/or infrastructure operation/development is preferred