SAP Basis Senior Consultant (12+ years)

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The charter of Private Cloud Customer Centre is to ensure seamless adoption of the new RISE SAP S/4HANA Private Cloud Edition solution by customers through a Shared Services model. This Shared Services unit shall ensure an innovative and standardized digital approach towards managed services delivery of contracted responsibilities towards the customers, by focusing on scalability and resilience, delivered through Centers of Expertise (CoEs)

What You'Ll Do:

The charter of the PC3 CoE Manager at Private Cloud Customer Center (PC3) is to ensure a seamless adoption of RISE SAP S/4HANA Private Cloud Edition solution by customers through digital Shared Services delivery engagement model. The role will ensure the operational management and efficient running of one or more CoE’s within the PC3 framework and be responsible for a team of Digital Customer Engagement Managers (dCEMs) who will work within the CoEs.

The PC3 Europe organizational structure consists of digital customer engagement managers serving customers across EMEA and MEE. This Shared Services unit shall ensure innovative and standardized approaches towards managed services delivery of contracted responsibilities towards the customers, by focusing on scalability and resilience. Continuous improvement in tools, processes and engagement channels shall be key for this unit, working in close collaboration with relevant ECS and Customer success stakeholders in the region. This role is to serve the European customers and therefore requires the candidate to perform:

• Manage and coordinate a team of dCEMs within the Migration and Onboarding CoE and Change Management CoE for PC3 Europe
• Provide expert guidance for the team and establish a structure for continuous operational improvements as the business grows
• Manages internal and external resources, ensuring business critical and innovative results
• Makes operational decisions on policies, tactics, resources critical to PC3´s business success
• Accountable for annual KPIs established for the team including event and milestone based CSAT, CES, Leadership NPS, diversity ratio and financial KPIs (revenue per dCEM, hiring strategy including low and high cost locations, partner spend and span ratio)
• Actively engages in and proactively appraises the PC3 Regional Head and PC3 Global Delivery Head of critical situations with customer technical contacts and C-Level stakeholders with a view to proactively prevent escalations
• Proactively proposes improvements in processes for scalability engaging proactively with the Regional Head of Europe, PC3 Global Delivery Head and peers from Europe and Americas.
• Works collaboratively with direct reports and the Regional Head of Europe, PC3 Global Delivery Head and peers from Europe and Americas.
• Implements the team structure as per the approved location strategy, design and capacity models
• Executes robust delivery of the plan against defined KPIs & goals
• Adopts the Customer efficiency strategy defined by global, to leverage digital platforms and channels for customer communications; consistent focus on increased automation to enhance productivity and profitability
• Ability to adapt to changing business requirements and adjust delivery teams and strategy accordingly
• Build collaboration models with key stakeholders in the region and in local markets; with ECS teams of delivery, Project Leads, Customer Office and Presales/Sales, CSS teams in Customer success Board area.
• Grow the unit following the defined financial business model, consisting of internal and Partner resources to deliver the shared services vision.
• Actively collaborates with the other regions and global initiatives
• Provides effective financial stewardship and demonstrate value creation for customers and for ECS
• Ensure robust delivery execution using smart & innovative approaches, suiting the geographical requirements.

What You'Ll Bring:

• Work in European time-zone
• 12 – 16 years of overall experience in IT software and services
• Experience working with regional and global organizational setup in a matrix organization
• Proven understanding of Cloud Architecture including S/4HANA deployment on various Hyperscaler deployments (Azure, AWS, GCP)
• 10+ years of Basis Experience including upgrades, installations, client and system copy, integration between SAP and non SAP systems, Disaster Recovery, HANA Database, infrastructure scalability among other topics
• 8+ years of hands-on experience in consulting projects
• Deep understanding of Technical Managed Services and related ITSM processes
• Successful experience leading international teams is a MUST
• Flexibility to work on different time zones, as required
• Proven hands-on technical experience
• Excellent documentation and communication skills
• Deep understanding of ECS strategy and processes is a plus
• Comfortable handling challenging situations is a MUST including managing de-escalation conversations with senior stakeholders at SAP and at the customer. Ideally exposed to global escalations in a leading role
• Successful track of proposing and implementing process and organizational improvements with measurable results
• Customer-first mindset – Experience in proactively engaging with customers to bring improvements in delivery resulting in increased CSAT and customer reference-ability.
• Ability to work under stressful situations
• Availability to join global team meetings and to actively collaborate on global initiatives
• Excellent internal and external stakeholder management, presentation, and communication skills
• Excellent customer focus / Networking / Relationship Building /Results-driven / Self-organized / Decision making skills.
• Strategic mindset with an operational focus – ability to distill the big picture from SAP strategy into meaningful KPIs and Goals for individual team members.
• Analytical thinking and decision-making ability; ability to drive change, including influencing skills across cultures
• Ability to quickly and proactively identify key issues with a solution orientated mindset to de-escalate critical customer situations
• Readiness to travel, as required
• Strong English (written and oral) communication
• Understanding of the scope of RISE is a plus
• Knowledge of the PC3 organization, processes, and operations, is a plus

About The Team:

The SAP Enterprise Cloud Services (ECS) is building the bridge for SAP customers towards cloud, closely helping them through this transformation. One of the main tasks ECS is offering and providing real-time cloud platform operation, infrastructure and managed services focusing on fast time-to-value at reduced cost and risk. The mission of the Client Delivery Engagement Shared Services unit in ECS is to help our customers adopt the S/4H Private Cloud solution seamlessly and effectively, using standardized and automated delivery approaches by a scalable team engagement and technical roles. 

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Requisition ID: 437442  | Work Area: Information Technology  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations:  #LI-Hybrid