Digital Customer Engagement Manager - SAP Basis Technical Consultant
Client:
SAP
Location:
Ireland
Job Category:
Other
EU work permit required:
Yes
Job Reference:
55d7419420b2
Job Views:
25
Posted:
03.03.2025
Expiry Date:
17.04.2025
Job Description:
We help the world run better
At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work.
The charter of Private Cloud Customer Centre is to ensure seamless adoption of the new RISE SAP S/4HANA Private Cloud Edition solution by customers through a Shared Services model.
What you’ll do
1. The Senior Digital Customer Engagement Manager (dCEM) is responsible for E2E virtual customer engagement and delivery of contractual agreement and services for SAP Cloud Customers of SAP Enterprise Cloud Services.
2. Drives Sales to delivery handover and customer onboarding, covering all technical and project aspects.
3. Support tickets handling, bridging customer queries and requirements from the technical operations team.
4. Ensures periodic service reviews to track the service quality across a range of customers.
5. Orchestrates the overall service delivery according to agreed SLAs and KPIs.
6. Supports customers on technical queries & requirements throughout their lifecycle.
7. Proactive ticket monitoring, handling and issue resolution for customers.
8. Supports de-escalations of critical customer situations & reviews SLA service credit cases.
9. Contributes to customer Go-Lives, Release Upgrade and maintenance activities.
10. Executes and supports problem management and continuous improvement.
11. Supports customer satisfaction surveys & commercial change requests.
12. Contributes to the liaison with different SAP stakeholders.
What you’ll bring
1. Engineering graduate with 5+ years of work experience as a SAP technical consultant in a customer facing/supporting role.
2. Strong knowledge of SAP Basis, SAP ERP modules and related tools.
3. Strong hands-on experience with SAP Basis activities and technical support in Cloud environments.
4. Technical and application expertise for different cloud solutions.
5. Good understanding of infrastructure operations & processes.
6. Experienced in working with cross-cultural and cross-functional teams.
Meet the team
The SAP Enterprise Cloud Services (ECS) is building the bridge for SAP customers towards cloud, closely helping them through this transformation.
Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently. We are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development.
We win with inclusion
SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone feels included and can run at their best. SAP is proud to be an equal opportunity workplace.
EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender, sexual orientation, gender identity or expression, protected veteran status, or disability.
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