APP. SOFTWARE DEV. PRIN. CNSLT.

SAP ECS-PC3 dCEM Day to day duties.
• Supports sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services • Initiates digital service kick off for customers • Ensures periodic service reviews to track the service quality across a range of customers • Contributes to onboarding/transitioning customers to SAP ENTERPRISE CLOUD SERVICES • Orchestrates the overall service/project delivery according to planned scope, budget, and milestones • Supports in de-escalations of critical customer situations • Supports critical customer situations in conjunction with Major Incident Management (MIM), SAP Enterprise Cloud Services Customer Office teams and SAP Product Support, as applicable • Executes technical feasibility studies / solution reviews (if applicable) • Contributes to customer release and maintenance activities • Supports customers on technical requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement • Executes and supports problem management and continuous improvement • Support customer satisfaction surveys • Reviews SLA service credit cases • Supports commercial change requests • Contributes to the liaison with different SAP stakeholders, esp.
Virtual customer success partner involved in the accounts, to ensure customer success • Supports 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 overtime.
• Structured 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 orchestration.
• Systematic and faster onboarding of associates.
mandatory trainings documentation • Assess the current skill level and plan for competency uplift.
report to be shared on a quarterly basis • Enable continuous delta KTs on new topics and refresher sessions Role Requirements • Engineering graduate with minimum 4+ years of work 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 making • Strong knowledge of IT Service Management, SAP Basis and SAP Application • Hands 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 plus • Knowledge of Project Management Fundamentals, ITIL, Lean Fundamentals is a plus • Cloud architecture and IT technical infrastructure know-how • Technical and application expertise for different cloud solutions (min.
HEC & S/4HANA) • Understanding of escalation handling and procedures • Experience in working with cross-cultural and cross-functional teams or individuals • Proficiency in English (Written and verbal), additional (local) languages are plus SAP ECS-PC3 dCEM