Expert De-Escalation Officer - Japanese, Shanghai/Dalian

 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. How? 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. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

About the Team

SAP Enterprise Cloud Services (ECS) accelerates and simplifies customers’ business transformation by running their SAP ERP Value stack with a world class level of availability, security & resilience on their preferred cloud infrastructure including Hyperscalers, their own data center, and the SAP data center allowing them to turn into cost-effective intelligent enterprises.

The SAP ECS portfolio - comprising private managed cloud deployment options for RISE with SAP and full SAP ERP value-adding SAP Cloud Application Services - empowers customers to run a modern, intelligent ERP system in the cloud. We offer customers a scalable and adaptable operating model, resilient best in class technology, and assured IT governance to ensure production availability across the application and infrastructure landscape.  With our functional and technical services customers have the same level of control in a cloud environment as they may know from on-premise. Layering additional SAP Cloud Applications Services packages, customers can focus on innovation for the future with a focus on flexibility and simplification.

Within ECS, the Customer Escalation team is responsible for Critical Incident and Customer Management, as well as the proactive safeguarding of the strategic ECS engagements globally. The ECS Customer Escalation team will focus on end-to-end customer satisfaction and retention and act as an official input channel to Delivery teams for the prioritization of continuous improvement initiatives.

What You'll Do: 

The ECS De-Escalation Officer will act as De-Escalation Architect for Critical Incidents in close collaboration with the Mission Control Center which is part of Customer Solution Support & Innovation under PE board area with a 24x7 coverage. The goal is to bring the customer’s core business processes up and running again as soon as possible. The ECS De-Escalation Officer also act as Critical Customer Manager responsible for Critical Customer situations, including the definition of Top Issues and Action Plans, coordinating across different Lines of Business (LoB’s) and reporting back to senior management stakeholders with the sense of ownership. Last but not least the senior ECS De-Escalation Officer will own and drive projects and initiatives around continuous improvement topics for end to end customer experience in the Enterprise Cloud Services and act as an official input channel to Delivery teams on the same.

EXPECTATIONS AND TASKS

• Own critical incident/situation (escalation level 2 = incident escalation/production down) and creates the overall Action Plan with the input of the Cloud Major Incident Manager (MIM), Manager on Duty (MoD) & experts from various areas of Delivery teams and Customer Solution Support focusing on Japan ECS customers.

• Lead Critical Customer Management to de-escalate the situation by tracking the defined top issue and action plan, coordinating the internal and external communication, with potential remote/onsite activities focusing on Japan ECS customers.

• Understand the pain points of regional (top) customers and translate them into improvement initiatives across our ECS delivery organization. E.g. quality improvement in daily stand-up call focusing on Japan.

• Collaborate with the ECS teams (CDM/TSM/PL/ PC3 team,etc) to proactive review potential critical situations and support creating back-to-green plan.

• Lead and execute strategic customer initiatives, by identifying and implementing pro-active safeguarding measures such as customer engagement reviews for our top accounts.

• Lead other initiatives and service delivery on a global level as well.

What You Bring: 

Required skills

• Business communication skill in Japanese with communication and presentation skills in English

• Business communication skill in Korean is a plus.

• Proven track record in managing client / customer engagements either in Sales / Pre-Sales, Consulting, Hosting or Customer Solution Support Environment

• Accustomed to working in an international / global virtual matrix organization

• Ability to work across Board Areas, LoB and organizational boundaries with the leadership mindset

• Well-developed analytical and structuring skills

• Proficient technical understanding of IaaS offerings and architectural layers

• Experience in SAP either application or technical areas

Preferred skills

• Good understanding of SAP’s ReInvent strategy of Winning in the Cloud and Moving our Installed Base to the cloud, Perspective on current Cloud Hosting trends and their impact on business strategies

• Good understanding of SAP ECS and private Cloud Delivery.

• Good understanding or experience with SAP Customer De-Escalation and SAP Mission Critical Support processes.

• Experience with senior executive’s communication including customer C-level stakeholders during escalating situations

• Knowledge of SAP supporting tools (minimum basic understanding)

WORK EXPERIENCE

7+ years professional experience, out of which minimum 3 years in similar position

LOCATION

Shanghai or Dalian, China

EXPECTED TRAVEL

0-10%

#SAPECSCareers

​Bring out your best

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.

We win with inclusion

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

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: 407905  | Work Area: Software-Design and Development  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.