Service Delivery Manager (DPO)

Job SummarySkills Set Required: 5-7 Years Experience in SAP Basis Domain Customer Facing Experience (2-3 Years) Knowledge of SAP Products & Services (RISE, S/4HANA, BTP, HANA Database, SaaS Solutions) Hands-on experience in Upgrades, OS/DB migration & Cloud is preferred Good communication skills (English) Key Responsibilities – Owns, develops and supports growth of the client relationship for SAP ECS Is the voice of the client within SAP and recognized as the escalation point for all issues with regards to the ECS engagement Is fully accountable for the ECS client engagement and service delivery, supported by various ECS roles and functions as needed Ensures seamless alignment across multiple internal and external stakeholders such as SAP Services, SAP Product support, ECS Partners and customer’s System Integrators or other Hosting Partners For Premium Partner delivered accounts, the CDM requires a technical and project management understanding Proactively positions new ECS service offerings, packages and brokers upsells within the client via the SAP Sales team (e.g., Industry AEs and others) Actively drives the cloud transformation agenda with key client stakeholders to ensure adoption of S/4HANA and cloud standardization Drives Customer Success – takes accountability for ECS service delivering expected outcomes to the business. Drives Commercial Success – avoids service credits, looks for improvement opportunities for upsell, engages Sales for pursuit Drives Digital Transformation Success – aligns services to client’s transformation strategy and goals Expected to spend most of the time on sustainable account management (e.g. growing relationship, continued utilization of ECS portfolio and enlarging ECS footprint) and limited time on service delivery Optionally supports SAP Sales team during pre-sales phase with advice and experience from the field with the goal to craft sustainable engagements Expected to spend up to 20% of time onsite at client location Regular Tasks to be Performed: – Set up the engagement, manage all engagement delivery lifecycle phases after contract signature (on-boarding, transition, stabilization, operations, off-boarding) Define the project / delivery / service plan, perform active stakeholder mgmt., governance, reporting, communication plan, meeting structure, risk mitigation, escalations path, etc. Ensure operational excellence on contract administration supported by ECS functions (profitability reporting, invoicing, credits, penalties etc.) Identify service improvements and delivery opportunities and realize the value for the client Prepare, realize, and follow-up of strategic planning workshops towards S/4HANA transformation Create and execute the ECS Innovation agenda for the client Continuously increase client intimacy and establish close relationship with C-Executives and key stakeholders Track and report on business growth and upsell throughout the entire engagement lifecycle Initiate S2D and support all related activities S2D - Engagement readiness check (WI), S2D - Project readiness check (WI), S2D Handover Meeting (WI) Plan for Customer Kick-Off MeetingKey ResponsibilitiesTrain Customer on R&R - (Recording of Upskilling Session / Customer VIDEO)HEC Customer Help Portal SupportInitiate & Plan Onboarding (WI 0900_03)Support DecommissioningDecommision during buildBusiness Go-Live support (SOP)Order CQC ServicesJoint delivery of Single Tenant Edition STESupport DR internal testing (SOP)Support External DR testMaintain SAM OutagesSupport Capacity ManagementConduct Quarterly Business Review MeetingCustomer Operations Review Meeting (WI)Commercial Change Requests (SOP)SLA Credit Processing (SOP)Contract review and understanding (WI)Customer Satisfaction Surveys (SOP)Organise for Risk Letter Process (SOP)Renewal ManagementSystem / Server Decommissioning GuideCustomer VisitsInternal CFU alignment meeting (SOP)Define the project / delivery / service plan, perform active stakeholder mgmt., governance, reporting, communication plan, meeting structure, risk mitigation, escalations path, etc.Ensure operational excellence on contract administration supported by ECS functions (profitability reporting, invoicing, credits, penalties etc.)Identify service improvements and delivery opportunities and realize the value for the clientPrepare, realize, and follow-up of strategic planning workshops towards S/4HANA transformationCreate and execute the ECS Innovation agenda for the clientContinuously increase client intimacy and establish close relationship with C-Executives and key stakeholdersTrack and report on business growth and upsell throughout the entire engagement lifecycleCentralized EMS task for HEC-only customersSOP – Standard Operating Procedure & WI – Work Instructions will be availableSkill Requirements null Other Requirementsnull