Go Live Manager - ECS Private Cloud Customer Center in Asia

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Summary & Role Information:

The charter of ECS Private Cloud Customer Center is to ensure seamless adoption of RISE with SAP S/4HANA Cloud, Private Edition solution by customers through a modern digital Engagement Delivery model. The Asia GoLive Manager of this unit will ensure excellent process and organizational setup to serve APAC region, consisting of customer engagement and technical functions from internal and external resources. This digital unit shall ensure innovative and standardized approaches towards managed services delivery of contracted responsibilities towards the customers. The Asia GoLive Manager will focus on an outstanding Go Live as well as a diligent and efficient management of challenging situations. Working in close collaboration with relevant ECS and Customer Success stakeholders in the region will be key to the success of this position.

The Role:

• Directs activities related to the Go Live customer lifecycles
• Manages internal and external resources, ensuring business critical and innovative results
• Makes operational decisions on policies, tactics, resources critical to PC3´s business success
• Accountable for annual KPIs established for the team including event and milestone based CSAT, CES, Leadership NPS, diversity ratio and financial KPIs (revenue per dCEM, hiring strategy including low and high cost locations, partner spend and span ratio)
• Actively engages in and proactively appraises the Regional Head of critical situations with customer technical contacts and C-Level stakeholders with a view to proactively prevent escalations
• Proactively proposes improvements in processes for scalability engaging proactively with the Regional Head of Asia and peers from Europe and Americas.
• Works collaboratively with direct reports and the Regional Head of PC3 Asia
• Implements the team structure as per the approved location strategy, design and capacity models
• Executes robust delivery of the plan against defined KPIs & goals
• Adopts 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
• Actively collaborates with the other regions and global initiatives
• Provides effective financial stewardship and demonstrate value creation for customers and for ECS

Experience (Role Requirements):

• 9 – 16 years of overall experience in IT software and services
• Experience working with regional and global organizational setup in a matrix organization
• Proven understanding of Cloud Architecture including S/4HANA deployment on various hyperscaler deployments (Azure, AWS, GCP)
• 10+ years of Basis Experience including upgrades, installations, client and system copy, integration between SAP and non SAP systems, Disaster Recovery, HANA Database, infrastructure scalability among other topics
• 8+ years of hands-on experience in consulting projects
• Deep understanding of Technical Managed Services and related ITSM processes
• Successful experience leading international teams is a MUST
• Flexibility to work on different time zones, as required
• Proven hands-on technical experience
• Excellent documentation and communication skills
• Deep understanding of ECS strategy and processes is a plus
• Comfortable handling challenging situations is a MUST including managing de-escalation conversations with senior stakeholders at SAP and at the customer. Ideally exposed to global escalations in a leading role
• Successful track of proposing and implementing process and organizational improvements with measurable results
• Customer-first mindset – Experience in proactively engaging with customers to bring improvements in delivery resulting in increased CSAT and customer reference-ability.
• Ability to work under stressful situations
• Availability to join global team meetings and to actively collaborate on global initiatives
• Excellent internal and external stakeholder management, presentation, and communication skills
• Analytical thinking and decision-making ability; ability to drive change, including influencing skills across cultures
• Readiness to travel, as required

• Strong English (written and oral) communication
• Understanding of the scope of RISE is a plus
• Knowledge of the PC3 organization, processes, and operations, is a plus

About the 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 real-time cloud platform operation, infrastructure and managed services focusing on fast time-to-value at reduced cost and risk. The mission of the Private Cloud Customer Center 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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SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

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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 (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 415286  | Work Area: Information Technology  | Expected Travel: 0 - 10%  | Career Status: Management  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.