Noida, Uttar PradeshBengaluru, Karnataka

Job Summary

Skills Set Required:

7-8+ Years Experience in SAP Basis Domain

Customer Facing Experience (2-3 Years)

Knowledge of SAP Products &

- Services (RISE, S/4HANA, BTP, HANA Database, SaaS Solutions)

Hands-on experience in Upgrades, OS/DB migration &

- Cloud is preferred

Valuable communication skills (English)

Key Responsibilities –

Owns, develops and supports growth of the client relationship for SAP ECS

Is the voice of the client within SAP and recognized as the escalation point for all issues with regards to the ECS engagement

Is fully accountable for the ECS client engagement and service delivery, supported by various ECS roles and functions as needed

Ensures seamless alignment across multiple internal and external stakeholders such as SAP Services, SAP Product support, ECS Partners and customer’s System Integrators or other Hosting Partners For Premium Partner delivered accounts, the CDM requires a technical and project management understanding

Proactively positions new ECS service offerings, packages and brokers upsells within the client via the SAP Sales team (e.g., Industry AEs and others)

Actively drives the cloud transformation agenda with key client stakeholders to ensure adoption of S/4HANA and cloud standardization

Drives Customer Success – takes accountability for ECS service delivering expected outcomes to the business.

Drives Commercial Success – avoids service credits, looks for improvement opportunities for upsell, engages Sales for pursuit

Drives Digital Transformation Success – aligns services to client’s transformation strategy and goals

Expected to spend most of the time on sustainable account management (e.g. growing relationship, continued utilization of ECS portfolio and enlarging ECS footprint) and limited time on service delivery





Optionally supports SAP Sales team during pre-sales phase with advice and experience from the field with the goal to craft sustainable engagements

Expected to spend up to 20% of time onsite at client location

Key Responsibilities

Regular Tasks to be Performed: –

Set up the engagement, manage all engagement delivery lifecycle phases after contract signature (on-boarding, transition, stabilization, operations, off-boarding)

Define the project / delivery / service plan, perform active stakeholder mgmt., governance, reporting, communication plan, meeting structure, risk mitigation, escalations path, etc.

Ensure operational excellence on contract administration supported by ECS functions ( profitability reporting, invoicing, credits, penalties etc.)

Identify service improvements and delivery opportunities and realize the value for the client

Prepare, realize, and follow-up of strategic planning workshops towards S/4HANA transformation

Create and execute the ECS Innovation agenda for the client

Continuously increase client intimacy and establish close relationship with C-Executives and key stakeholders

Track and report on business growth and upsell throughout the entire engagement lifecycle

Initiate S2D and support all related activities S2D - Engagement readiness check (WI), S2D - Project readiness check (WI), S2D Handover Meeting (WI)

Plan for Customer Kick-Off Meeting

Train Customer on R&R; - (Recording of Upskilling Session / Customer VIDEO)

HEC Customer Help Portal Support

Initiate &

- Plan Onboarding (WI 0900_03)





Support Decommissioning

Decommision during build

Business Go-Live support (SOP)

Order CQC Services

Joint delivery of Single Tenant Edition STE

Support DR internal testing (SOP)

Support External DR test

Maintain SAM Outages

Support Capacity Management

Conduct Quarterly Business Review Meeting

Customer Operations Review Meeting (WI)

Commercial Change Requests (SOP)

SLA Credit Processing (SOP)

Contract review and understanding (WI)

Customer Satisfaction Surveys (SOP)

Organise for Risk Letter Process (SOP)

Renewal Management

System / Server Decommissioning Guide

Customer Visits

Internal CFU alignment meeting (SOP)

Define the project / delivery / service plan, perform active stakeholder mgmt., governance, reporting, communication plan, meeting structure, risk mitigation, escalations path, etc.

Ensure operational excellence on contract administration supported by ECS functions (profitability reporting, invoicing, credits, penalties etc.)

Identify service improvements and delivery opportunities and realize the value for the client

Prepare, realize, and follow-up of strategic planning workshops towards S/4HANA transformation

Create and execute the ECS Innovation agenda for the client

Continuously increase client intimacy and establish close relationship with C-Executives and key stakeholders

Track and report on business growth and upsell throughout the entire engagement lifecycle

Centralized EMS task for HEC-only customers

SOP – Standard Operating Procedure &

- WI – Work Instructions will be available

Skill Requirements

Other Requirements

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📌 Consulting Manager(DPO) (Noida)
🏢 HCLTech
📍 Noida