Customer Engagement Manager with German (SAP Basis)

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August 7

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NTT DATA Romania

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Technology • Cybersecurity • Consulting

NTT DATA Romania is a technology and consulting company that provides a wide range of services including business analytics, agile transformation, cloud computing, cybersecurity, data consultancy, and IT service management. They are dedicated to helping organizations optimize their operations and navigate digital transformation through innovative technological solutions.

1001 - 5000 employees

🔒 Cybersecurity

📋 Description

• Supports sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services • Initiates digital service kick off for customers • Ensures periodic service reviews to track the service quality across a range of customers • Contributes to onboarding/transitioning customers to SAP ENTERPRISE CLOUD SERVICES • Orchestrates the overall service/project delivery according to planned scope, budget, and milestones • Supports in de-escalations of critical customer situations • Supports critical customer situations in conjunction with Major Incident Management (MIM), SAP Enterprise Cloud Services Customer Office teams and SAP Product Support, as applicable • Executes technical feasibility studies / solution reviews (if applicable) • Contributes to customer release and maintenance activities • Supports customers on technical requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement • Executes and supports problem management and continuous improvement • Support customer satisfaction surveys • Reviews SLA service credit cases • Supports commercial change requests • Contributes to the liaison with different SAP stakeholders, esp. Virtual customer success partner involved in the accounts, to ensure customer success • Supports 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 • Structured Knowledge Documentation: the working procedures for Supplier - derived from the processes maintained by SAP - will be documented by the Supplier, reviewed and signed off by SAP and be fully part of the managed services orchestration • Systematic and faster onboarding of associates: mandatory trainings documentation • Assess the current skill level and plan for competency uplift: report to be shared on a quarterly basis • Enable continuous delta KTs on new topics and refresher sessions

🎯 Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field • Minimum 5-10 years of experience as SAP technical consultant with 2+ years in customer facing role (consulting, IT support, IT services etc.) • Excellent customer focus / Networking / Relationship Building /Results-driven / Self-organized / Decision making • 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 SAP Enterprise Cloud Services 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), additional (local) languages are plus • Strong knowledge of IT Service Management, SAP Basis and SAP Applications • Hands-on experience with SAP Basis activities, SAP release version upgrades and infrastructure updates for cloud customers • Working experience with SAP HEC, SAP S/4HANA or any other cloud solution. • Hands-on experience with infrastructure operations, network, interfaces and Load Balancer topics • Strong technical troubleshooting skills with the ability to form the big picture quickly before surmising a path to a solution • Cloud architecture and IT technical infrastructure know-how • Knowledge of/certification in one of Azure, AWS or GCP fundamentals • Experience with Migration, Upgrade projects esp. on S/4H Cloud. • Knowledge of Project Management Fundamentals, ITIL, Lean Fundamentals is a plus

🏖️ Benefits

• New beginnings can be a challenge. We promise a smooth integration and a supportive mentor • Pick your working style: choose from Remote, Hybrid or Office work opportunities • Early bird or night owl? Our projects have different working hours to suit your needs • Nobody is born an expert. Sharpen your tech skills with our sponsored certifications, trainings and top e-learning platforms • We want you to stay healthy! Enjoy our Private Health Insurance ⁠– it’s custom-made for you • A clear mind is a healthy mind. Attend individual coaching sessions or go one step further by joining our accredited Coaching School • Make the most of our epic parties or themed events – they’re lovingly designed for our people and their families • NTT DATA recruiters will never ask job seekers and candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties that may try to impersonate NTT DATA recruiters, either in writing or by phone, in an attempt to deceptively obtain personal data or money from you.