SAP Basis Customer Consultant

Digital Customer Engagement Manager (dCEM) Cloud Customers

This role is responsible for end-to-end 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.

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

Bachelor's degree in Computer Science, Information Technology, or a related field

Minimum 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 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

Working experience with SAP HEC, SAP S/4HANA or any other cloud solution.

Hands on experience with infrastructure operations, network, interfaces and Load Balancer topics

Strong technical troubleshooting skills with the ability to form the big picture quickly before surmising a path to a solution

Cloud architecture and IT technical infrastructure know-how

Knowledge of/certification in one of Azure, AWS or GCP fundamentals

Experience with Migration, Upgrade projects esp. on S/4H Cloud.

Knowledge of Project Management Fundamentals, ITIL, Lean Fundamentals is a plus

Excellent command of both spoken and written English and German

New beginnings can be a challenge. We promise a smooth integration and a supportive mentor

Pick your working style: choose from Remote, Hybrid or Office work opportunities

Early bird or night owl? Our projects have different working hours to suit your needs

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Make this the place you grow

Your unique talent is what matters. NTT DATA Romania is an equal opportunity employer and considers all applicants regardless to race, color, religion, citizenship, national origin, ethnicity, age, gender, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law.

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