SAP Looking for IT Business Services Consultant-SAP BASIS /HANA-6-8 Years at Bengaluru, Karnataka

SAP; Bengaluru; On-site; INR 8,00,000 - 15,00,000; Full time

Job summary

Join a forward-thinking company as a Customer Engagement Manager, where you will play a pivotal role in overseeing the customer lifecycle for SAP Cloud Services. This exciting position involves engaging with clients from the moment they sign contracts, ensuring seamless onboarding, and delivering exceptional service throughout their journey. You will collaborate with various internal teams to manage service delivery, address customer issues, and drive satisfaction. With a strong emphasis on innovation and teamwork, this role offers a unique opportunity to contribute to the success of customers while enhancing your professional skills in a dynamic environment. If you are passionate about customer success and technology, this is the perfect opportunity for you.

Benefits

Flexible Work Hours

Learning and Development Opportunities

Health Insurance

Employee Recognition Programs

Collaborative Work Environment

Qualifications

• Minimum 6+ years as SAP technical consultant with 2+ years in a customer-facing role.
• Strong knowledge of IT Service Management and SAP Basis activities.

Responsibilities

• Oversee customer lifecycle from contract signing to service delivery.
• Ensure periodic service reviews and contribute to customer onboarding.

Skills

Customer Engagement

SAP S/4HANA

SAP Basis

IT Service Management

Relationship Building

Cloud Architecture

Technical Communication

Project Management

Education

Engineering Graduate

Tools

SAP Basis

Azure

AWS

SPC

TIC

Job description

We help the world run better.

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Apply now!

Summary

The SAP Enterprise Cloud Services (ECS) organization is a business unit responsible for providing cloud-hosted infrastructure and application management services to SAP customers around the world in a 24×7 operations model. Our portfolio of private cloud solutions turns SAP products into a solution-as-a-service on customers’ preferred infrastructure, including Hyperscalers, as one SAP. The portfolio is at the center of the SAP strategy to help customers on their journey to use SAP S/4HANA and become an Intelligent Enterprise.

As part of ECS, the SAP Enterprise Cloud Services Private Cloud Customer Center, or PC3, is a shared services organization dedicated to managing service delivery at scale for high-volume, low-touch, private cloud customers.

The Role

The Customer Engagement Manager (CEM) is responsible for E2E customer engagement and delivery of contractual agreement and services for SAP 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 SAP. 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.

Key tasks comprise the following:

1. Supports sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services.
2. Initiates digital service kick-off for customers.
3. Ensures periodic service reviews to track the service quality across a range of customers.
4. Contributes to onboarding/transitioning customers to ECS.
5. Orchestrates the overall service/project delivery according to planned scope, budget, and milestones.
6. Supports in de-escalations of critical customer situations.
7. Supports critical customer situations in conjunction with Major Incident Management (MIM), SAP Enterprise Cloud Services Customer Office teams and SAP Product Support, as applicable.
8. Executes technical feasibility studies/solution reviews (if applicable).
9. Contributes to customer release and maintenance activities.
10. Supports customers on technical requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement.
11. Executes and supports problem management and continuous improvement.
12. Support customer satisfaction surveys.
13. Reviews SLA service credit cases.
14. Supports commercial change requests.
15. Contributes to the liaison with different SAP stakeholders, esp. Virtual customer success partner involved in the accounts, to ensure customer success.
16. Supports in reviewing account status and analyzing if the account needs to be transitioned to another team, based on growth in volume or complexity of the account over time.

Role Requirements

Engineering graduate with minimum 6+ years of work experience as SAP technical consultant with 2+ years in a customer-facing role (consulting, IT support, IT services, etc.).

Excellent customer focus / Networking / Relationship Building / Results-driven / Self-organized / Decision making.

An individual in this role is expected to deliver ‘Effective customer communication’ using digital mediums to achieve high customer satisfaction. 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.

Must have exposure to SAP Basis, SAP S/4 HANA, Azure/ AWS (in context of SAP Green Field and Brown Field Customers).

Good understanding of ECSs 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).