Technical Advisor Onsite Client Delivery Management (f/m/d)

Requisition ID: 273428
Work Area: Information Technology
Location: Eschborn
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Part Time or Regular Full Time

SUMMARY AND ROLE INFORMATION

About the team

Enterprise Cloud Services (ECS) is part of the Product Engineering board area and consists of SAP HANA Enterprise Cloud (HEC) and Cloud Application Services (CAS). As private cloud managed services provider, HEC Delivery is offering a key aspect in the intelligent business transformation journey of our customers and by joining forces with CAS, we enter a new era of end-to-end service experience for our customers.
One of our large customers has setup a transformation program called Journey to Cloud (J2C). A cornerstone of this transformation is to consume the entire SAP landscape as SaaS provided by SAP. In order to provide the right level of service, it has been decided to build a new team within ECS. The ECS Client Delivery Management (CDM) will provide an E2E service by combining HEC and CAS portfolio and will work dedicated for the customer and will operate the entire customer SAP landscape with more than 80 productive systems and several of the largest HANA-based systems (e.g. 2x24TB ERP scale-out). The CDM team will work on building the services according to customer needs, it will bring those services into daily operations as well as work on continuous improvement and automation of those services.

Key responsibilites and tasks

• Support and advise customer’s IT teams in day-to-day business
• Align and manage technical discussions with customer stakeholders onsite
• Proactive communication and relationship building/maintaining with the customers and internal SAP units
• Support Client Delivery Managers and Project Leads in delivering customer services
• Building the bridge to remote operations teams
• Ability to own, lead and coordinate operational tasks, customer escalations, process improvements.
• Understand end to end business drivers for customers to be in cloud, translating it into technical requirements
• Follow-up and track technical HEC related issues
• Support delivery teams to perform and drive root cause analysis to completion
• Participate and contribute towards organization’s goals and objectives, collaborating with multiple teams
• Collaborate with different teams from within the ECS organization and outside to ensure excellent customer satisfaction
• May be required to work on weekends/off hours during critical customer escalations or go-lives - flexibility is must
• Mentor and Guide junior members of the team

EXPERIENCE / ROLE REQUIREMENTS

• Bachelor’s degree or higher in one of the following areas: Computer Science, Engineering, Information Management
• Strong customer service focus
• Solid know-how on SAP Technologies and Products (SAP certification highly beneficial).
• Excellent written, verbal communication and presentation skills to effectively communicate and escalate issues (English / German)
• Ability to articulate technical details to non-technical audience such as customer with great clear and concise confidence
• Good knowledge of network and virtual technologies (load-balancer, virtual machine)
• Ability to work under pressure and constantly add value to customer and within organization
• Ability to work effectively in international and virtual teams and get work done smoothly from multiple teams in ECS
• Capacity to continuously acquire new knowledge in an independent, proactive way
• Good analytical and solution-oriented thinking
• Experience in working with cross-cultural teams or individuals
• Having project management experience is plus
• 10+ years’ experience as technical/basis consultant, technical project manager or similar, SAP basis operations

#SAP_J2C

COMPANY DESCRIPTION

SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.

WHAT YOU GET FROM US

Success is what you make it. At SAP, we help you make it your own.

A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now.

SAP'S DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com).

Successful candidates might be required to undergo a background verification with an external vendor.