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Basis Consultant

2 months ago

Shanghai, Shanghai, China SAP Full time
Cloud Service Delivery Specialist Role

We are seeking a Cloud Service Delivery Specialist to join our SAP Enterprise Cloud Services Private Cloud Customer Center team. The successful candidate will be responsible for delivering contractual agreements and services for SAP Cloud Customers, focusing on SAP S/4HANA private cloud edition deliverables.

Key Responsibilities

  • Support sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services
  • Initiate digital service kick offs for customers
  • Ensure periodic service reviews to track service quality across a range of customers
  • Contribute to onboarding/transitioning customers to ECS
  • Orchestrate overall service/project delivery according to planned scope, budget, and milestones
  • Support in de-escalations of critical customer situations
  • Support critical customer situations in conjunction with Major Incident Management (MIM), SAP Enterprise Cloud Services Customer Office teams, and SAP Product Support, as applicable
  • Execute technical feasibility studies / solution reviews (if applicable)
  • Contribute to customer release and maintenance activities
  • Support customers on technical requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement
  • Execute and support problem management and continuous improvement
  • Support customer satisfaction surveys
  • Review SLA service credit cases
  • Support commercial change requests
  • Contribute to liaison with different SAP stakeholders, esp. Virtual customer success partner involved in the accounts, to ensure customer success
  • Support 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

Requirements

  • Engineering graduate with minimum 3+ years of work experience as SAP technical consultant with customer-facing role (consulting, IT support, IT services, etc.)
  • Must have exposure to SAP Basis, SAP S/4 HANA, Azure/AWS (in context of SAP Green Field and Brown Field Customers)
  • Excellent customer focus / Networking / Relationship Building / Results-driven / Self-organized / Decision-making
  • Individual in this role is expected to deliver 'Effective customer communication' using digital mediums to achieve high customer satisfaction. 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 ECS's 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), Korean language is a plus
  • Full-time Graduation or Master's university with good academic background