SAP Basis Client Delivery Manager

HCLTech; Portugal; Híbrido; EUR 75 000 - 95 000; Tempo integral

Resumo da oferta

HCLTech is seeking an experienced SAP ECS Engagement Manager to own and grow the client relationship, acting as the voice of the client within SAP and ensuring end-to-end service delivery. You will coordinate with SAP Services, Product Support, ECS Partners, and customer System Integrators to drive cloud transformation and S/4HANA adoption.

The role requires strong governance, stakeholder management, and a track record in delivering ECS engagements while pursuing upsell opportunities.

Responsabilidades

• Owns, develops and supports growth of the client relationship for SAP ECS
• Is the voice of the client within SAP and escalation point for ECS issues
• Fully accountable for ECS client engagement and service delivery
• Ensures alignment across SAP Services, SAP Product support, ECS Partners and customers
• Positioning new ECS service offerings and upsells with SAP Sales team
• Drives the cloud transformation agenda with key client stakeholders for S/4HANA and cloud standardization
• Drives Customer Success and accountability for ECS service outcomes
• Drives Commercial Success by avoiding service credits and pursuing upsell opportunities
• Drives Digital Transformation by aligning services to client transformation goals
• Spend up to 20% of time onsite at client location
• Set up engagement and manage all engagement delivery lifecycle phases
• Define project/delivery/service plan and governance, reporting and risk mitigation
• Ensure operational excellence on contract administration and profitability reporting
• Identify service improvements and value-realization opportunities
• Prepare and follow-up strategic planning workshops towards S/4HANA transformation
• Create and execute ECS Innovation agenda for the client
• Maintain close relations with C-Executives and key stakeholders
• Track business growth and upsell throughout engagement lifecycle
• Support S2D activities and related readiness checks
• Train customers on R&R and handle ECS Help Portal Support
• Organization for Risk Letter Process and Renewal Management
• Coordinate for customer visits and internal CFU alignment meetings
• SOP and WI documentation will be available
• Centralized EMS tasks for HEC-only customers

Descrição da oferta de emprego

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 222,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud. The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.

If all this sounds like an environment you'll thrive in, then you're in the right place. Join us on our journey to advancing the technological world through innovation and creativity.

Your Role & Responsibilities

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 customers 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 customer'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)
• Train Customer on R&R - (Recording of Upskilling Session / Customer VIDEO)
• HEC Customer Help Portal Support
• Business Go-Live support (SOP)
• Order CQC Services
• Joint delivery of Single Tenant Edition STE
• Support DR internal testing (SOP)
• Support External DR test
• Maintain SAM Outages
• Support Capacity Management
• Conduct Quarterly Business Review Meeting
• Customer 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 Management
• Customer Visits
• Internal 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 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
• Centralized EMS task for HEC-only customers
• SOP - Standard Operating Procedure & WI - Work Instructions will be available

Qualifications & Experience

• 5-7 Years Experience in SAP Basis Domain
• Customer Facing Experience (2-3