CoE Manager at Private Cloud Customer Center (PC3)
What you’ll do
The charter of the PC3 Co
E 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 Co
E’s within the PC3 framework and be responsible for a team of Digital Customer Engagement Managers (d
CEMs) who will work within the Co
Es.
The PC3 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 d
CEMs within the Go-Live and Operations Co
E within PC3 Europe.
Provide expert guidance for the team and establish a structure for continuous operational improvements as the business grows.
Support tickets handling, bridging customer queries and requirements from technical operations team.
Orchestrates the overall service delivery according to agreed SLAs and KPIs for RISE PCE systems.
Supports
- escalations of critical customer situations & reviews SLA service credit cases.
Executes and supports problem management and continuous improvement.
Supports customer satisfaction surveys & commercial change requests.
Contributes to the liaison with different SAP stakeholders e. g. Sales, Presales, Renewals teams, esp. Customer success partner involved in the accounts, to ensure customer success.
Establish regional strategy and focus KPI & Goals for the Co
E and the employees, in alignment with Global guidance.
Plan and run with Customer First vision and ensure quality experience for our customers, through digital delivery approaches.
Ensure robust delivery execution using smart & innovative approaches, suiting the geographical requirements.
Build collaboration models with key stakeholders in the region and in local markets; with ECS teams of delivery, CDMs, TSMs, 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.
Execute on the operating model defined by Regional Head of the unit to ensure effectiveness, integration and agility in delivery approaches.
Adopt 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.
What you’ll bring
Work in European
- zone
Minimum 8 years of work experience in the SAP arena with strong experience in a customer facing/supporting role (IT services in Cloud environment, consulting, service management).
Experience in SAP Team Lead or Manager roles with knowledge of Cloud services.
Good understanding of ECS infrastructure operations, processes and tooling, and understanding of escalation handling and procedures
Strong experience in working in a SAP shared services model
Excellent customer focus / Networking / Relationship Building /Results-driven / Self-organized / Decision making skills.
Experienced in working with
- cultural and
- functional teams or individuals.
Strategic mindset with an operational focus – ability to distill the big picture from SAP strategy into meaningful KPIs and Goals for individual team members.
Experience in influencing and working with virtual and physical setup, especially with international stakeholders, is a MUST.
Ability to build a strong network with excellent internal and external stakeholder management, presentation and communication skills
Analytical thinking and
- making ability; ability to drive change, including influencing skills
Strong focus with a proven track record of fostering great customer experiences
Ability to quickly and proactively identify key issues with a solution orientated mindset to
- escalate critical customer situations
Meet your 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
- time cloud platform operation, infrastructure and managed services focusing on fast
-
- 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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