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Engagement Management Support Office / Mission Control Center (MCC Core) Job

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Date: May 22, 2019

City: Tokyo, 13, JP

Company: SAP

 

 

Requisition ID: 206975
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time

COMPANY DESCRIPTION
SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.

Engagement Management Support Office / Mission Control Center  (MCC Core)

 

COMPANY DESCRIPTION:                                  

  • As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

 

MISSION CONTROL CENTER – MISSION AND GOAL:

  • The SAP Mission Control Center (MCC) is the Delivery Execution backbone of the Digital Business Services (DBS) organization. It serves the next generation of MaxAttention Team (ONE Service Team), Active Embedded Team and Enterprise Support Advisors as ONE STOP SHOP with SAP expertise to successfully drive value to the customer.
  • Support and Q&A of the delivery execution that is owned and managed by the DBS Lead
  • Be the central entry channel for all internal SAP teams facing customers, regarding all complex and business critical requests related to customer engagements especially premium engagements.
  • Be a high tech monitoring facility where in-house SAP experts take an active role in solving customer issues and supporting customer engagements
  • Act as service delivery backbone for the Innovation Control Center (ICC, in Solution Build phase), Operations Control Center (OCC, in Solution Run phase) and the onsite teams.
  • Note: SAP MaxAttention information: https://support.sap.com/content/sap-root/support-programs-services/offerings/maxattention.html

     

DELIVERABLES:

  • Support of Operational Excellence for the next generation of MaxAttention (MaxNG) and Active Embedded (ActiveE) Engagements
  • Transparency about MaxNG and ActiveE Engagements 
  • Quality Management of MaxNG and ActiveE Engagements
  • SME for Value Propositions and value roadmaps of MaxNG and ActiveE Engagements
  • Guidance for MaxNG and ActiveE Engagement

     

ROLE / TASKS

  • MCC core member runs the Mission Control Center to support the front office team, Delivery Execution or CoE (Experts), to provide high-quality support services in the framework of Premium Engagements and Enterprise Support for our customers.
  • Role Type in MCC Core team:
    • Engagement Management Support Office – EMSO:
      • Provide transparency in ALL customer facing and internal reporting dimensions – e.g. status, scope, value, completion rate, quality, risk, issues, financials with baseline, actuals and forecast, etc. The reporting in all dimensions is part of a holistic Delivery Dashboard in MCC.
      • General support and guidance (default entry)
      • Quality check on request
      • Quality Assurance and Risk management for Engagement Setup and based on engagement q-gates
      • Cross coordination for complex request across multiple expert areas
      • Provide holistic overview and transparency about all ONE Service engagements
    • Engagement Front Office Support - EFOS
      • MCC Backoffice lead to manage the assigned member (5-10) from expert team to manage all support request from front engagement team or SAP Internal VIP (Mail Inbox, Team member – Resource Management, Quality Management, Activity Effort Management)
      • Root Cause Analysis (RCA) for Production Down / Critical Customer cases for Japanese customers and partially for other APJ customers
    • MCC Core Role
      • Monitor and recognize the critical situations within the accountability area of the MCC core component currently represent
      • Collaborate with other Control Center members in order to define the action plan for the resolution of every critical situation
      • Assign tasks on their core component level and drive resolution
      • Manage exceptions on the core component level and communicate / escalate to the Service Team Lead.
      • Ensure close collaboration between all core component teams.

 

WORK EXPERIENCE:

  • General application and technology knowledge
  • Expert knowledge in development or product configuration or technology components
  • Integrates seamless in project teams and takes an active expert role

 

EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES:

  • Executes different type of delivery activities
  • Fulfills expert role in external or internal project teams
  • Experience in working with SAP Backoffice functions, such as the Message Solving Organization, Development and the DBS Mission Control Center.
  • Project Management skills
  • Train and coach for Front Office team (Technical Quality Manager), CoE Engineers
  • Organizes delivery and development activities for group of people
  • Can communicate with senior management
  • Negotiation Skills
  • Team lead skills
  • Japanese: Fluent
  • English: Business Level

WHAT YOU GET FROM US

Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now.

SAP'S DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you 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 (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com).

Successful candidates might be required to undergo a background verification with an external vendor.

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