SAP Enterprise Cloud Services - Premium Supplier 

Brazil, São Paulo, São Paulo 

220196766

The Partner Management Organization has the following priorities:

• Build and operate a world-class, efficient, and reliable organization to support our partner-delivered customers' journey toward their next-generation business
• Help SAP customers realize the innovation power of SAP HANA and the SAP Cloud on a continuous basis
• Accelerate innovations on the SAP HANA platform (SAP Business Suite powered by SAP HANA, industries, and high value apps)
• Ensure the provisioning of system landscapes, installation of applications, and performance of upgrades & migrations by partners
• Provide project management and technology consulting for all partner-delivered ECS Projects
• Act as the main interface to the customer project team to ensure effective communication

The Role:

As Governance and Program Manager you are responsible for the following tasks:

• Managing the relations with partners and the customer-facing teams at SAP.
• Managing partner-delivered engagements (e.g., ECS partner onboarding, sales-to-delivery handover process, and Internal customer engagement handover process).
• Solving real-world issues on service delivery while having a firm understanding of the contractual obligations, legal aspects, process & operational know-how; not deviating from the technical architecture.
• Responsible to devise innovative solutions after analyzing customer scenarios/requests
• Manage documentation of ECS Partner delivery process and governance
• Defining operational procedures & processes with the partner, based on SAP ECS standards
• Ensure knowledge transfer and enablement of partners and SAP Internal Teams
• Drive the continuous improvement of delivery procedures
• Knowledge management of Partner collaboration tools
• Become a single point of contact for all non-technical topics and service delivery, being in continuous alignment with the partner and responsible for the program management from build to run and also during the lifecycle of the customer
• Deliver onsite presence to the partner/customer site to ensure effective and successful project delivery.
• Conduct the last line of defense for the ECS customer-facing unit for partner-delivered customer escalations.
• Support continuous improvements for ECS partner delivery processes based on critical customer feedback.

What you bring :

Required skills:

• Experience on project management aspects
• Fair knowledge on SAP BASIS skills – SWL Tools, Migrations, Upgrade/Updates
• Good understanding on ITIL concepts
• Very good understanding of SAP HANA and SAP Products
• Team player, proactive networking attributes, results and execution focused
• Strong intercultural business and team skills, with proven ability to effectively manage a virtual, multi-cultural/ cross-functional team
• Actively manage project escalations
• Strong communication and presentation skills
• Fluent in English - Any other language is a plus
• Ability to balance multiple priorities and work under time pressure

Preferred skills:

• Good overview of the SAP Enterprise Cloud Services Offerings
• Understanding of SAP Next Generation solutions and services (Analytics, BTP, Cloud, Mobility, HANA, Sybase)
• Perspective on current Cloud Hosting trends
• Be able to lead Quality Assurance reviews and Lessons Learned sessions (internally/externally)

Work experience:

• Total years of industry experience: 10+ years
• Relevant Experience on customer facing, processes, de-escalations: min 3 years

What we do:

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We win with inclusion

Successful candidates might be required to undergo a background verification with an external vendor.

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