SAP HEC - Customer Engagement Service Manager Job in Mexico City, Mexico

Requisition ID: 132504

Work Area: Information Technology

Expected Travel: 0 - 10%

Career Status: Professional

Employment Type: Regular Full Time

COMPANY DESCRIPTION

As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

ROLE DESCRIPTION:

Founded in 1972, SAP is the world´s leading provider of enterprise applications, analytics, and mobility with over 170,000 customers around the world. SAP is currently seeking IT Business Services Senior Consultant.

PURPOSE AND OBJECTIVES

The HANA Enterprise Cloud organization is responsible for providing Cloud Hosted Infrastructure & Managed Services to our SAP Customers. The Customer Engagement Service Manager is a key member of the HANA Enterprise Cloud Services Delivery Team ensuring coordination and Customer Satisfaction throughout the Customer Lifecycle.

EXPECTATIONS AND TASKS:

  • Customer Relationship management, Coordinate service w/HEC Delivery Teams, Customer Communications (communication plan, support plan), Liaison to Service Delivery, Design & Architecture and Portfolio Team

  • Language Skills, Spanish and/or Portuguese, native or fluent written and spoken, ability to conduct Business meetings with Customers in Spanish and/or Portuguese

  • Contract compliance and Risk management (project and business risks)

  • Pipeline planning for potential projects or customer orders with assigned customers

  • Contract Profitability / Margin Management & VSOE compliance

  • SLA Management and Reporting, Service Reviews

  • Triggers and provides Reporting (Operational, Financial, Customer)

  • Project scheduling supported by Delivery Units, coordination of onboarding activities (Customer setup, migration incl. scheduling) and monitoring of delivery

  • Evaluation of new customer requirements / change request management

  • Identify / manage roll-in request for new services (-> portfolio team, Delivery Units)

  • Scheduling and monitoring of customer specific changes (e.g. de-commissioning of systems)

  • Customer and internal escalation management (procedure and general issues (complaints about SD Infrastructure Services))

WORK EXPERIENCE:

  • 7 – 10 years professional experience, out of which minimum 3 years in similar position

EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES:

  • We place high value on relevant personal qualities: resourcefulness, tenacity, high energy, and self-confidence

  • Language Skills, Spanish and/or Portuguese, native or fluent written and spoken, ability to conduct Business meetings with Customers in Spanish and/or Portuguese

  • Language Skills, English, fluent written and spoken, ability to conduct Business meetings with Customers in English

  • Good overview on the SAP Solution and Service PortfolioAbility to effectively communicate to multiple levels within the Customer, Partner and SAP organizations

  • Strong track record in managing client / customer engagements either in Sales / Pre-Sales or Consulting settings

  • Accustomed to working in an international / global virtual matrix organization

  • Well developed analytical and structuring skills

  • Perspective on current IT trends and their impact on business strategies

  • Strong communication and presentation skills

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 interested in applying for employment with SAP and 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 ). Requests for reasonable accommodation will be considered on a case-by-case basis.

Additional Locations: