Job Description:

Key tasks comprise the following:

• 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 & 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 free of charge, 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.

• SAP will provide a trainer and learning material to deliver the training during the initial ramp up of the team. Accenture is expected to own and manage new hire training for all backfills post the completion of the initial new hire batch

• SAP training tool/platform will be extended to Accenture for managing all Learning & KT activities

Role Requirements

• Engineering or Computer 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),

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