Company Name: VARITE India Private Limited

About The Client

An Indian multinational information technology (IT) consulting company headquartered in Noida, The company has offices in 52 countries and over 225,944 employees. The Client is a global IT services and consulting company that offers a wide range of services and products across various industries like IT Infrastructure Services, Cybersecurity Services, Cloud Services, Big Data and Analytics, Internet of Things (IoT) Solutions, Semiconductor Services and Enterprise Software Products.

Essential Job Functions:

- Managing end-to-end customer engagement activities and ensuring adherence to agreed contractual commitments and service levels

- Acting as the primary coordination point between the customer, SAP ECS teams, delivery partners, and internal stakeholders

- Monitoring service performance, identifying gaps, and driving corrective and preventive actions to ensure continuous improvement

- Maintaining regular communication with customer stakeholders and providing timely updates on service status, risks, issues, and action items

- Coordinating incident, problem, and change management activities and ensuring appropriate escalation and resolution within agreed timelines

- Reviewing service performance against KPIs and SLAs and driving improvement actions where required

- Maintaining customer action trackers, RAID logs, decision logs, and governance documentation throughout the engagement lifecycle

- Coordinating major incident communications and ensuring appropriate customer engagement during critical service disruptions

- Supporting root-cause analysis and service improvement initiatives following major incidents or recurring service issues

- Ensuring timely coordination of planned maintenance, upgrades, migrations, and other service-impacting activities with the customer

- Supporting release, change, and deployment planning in coordination with technical and project teams

- Managing dependencies across SAP ECS, SAP Product Support, SAP Services, partners, and customer teams

- Ensuring customer-specific requirements, risks, dependencies, and commitments are clearly documented and tracked to closure

- Driving action-item follow-up from governance meetings, Customer Operations Reviews, and Quarterly Business Reviews

- Preparing management dashboards, service reports, executive summaries, and governance presentations for customer and internal leadership

- Establishing and maintaining an effective governance framework, including operational, tactical,



and executive governance forums

- Identifying potential customer dissatisfaction and proactively implementing mitigation plans to improve customer experience

- Supporting Customer Success Management activities and ensuring measurable business outcomes are achieved through ECS services

- Identifying opportunities for automation, standardization, and optimization across the customer environment

- Supporting cloud adoption, modernization, and SAP S/4HANA transformation initiatives in alignment with the customer's business strategy

- Coordinating technical assessments, architecture discussions, and solution workshops with relevant SAP and partner teams

- Supporting migration and transformation planning, including timelines, dependencies, risks, and stakeholder alignment

- Ensuring knowledge transfer and operational readiness before transitioning services into steady-state operations

- Maintaining customer-specific documentation, operational procedures, service catalogs, and escalation matrices

- Supporting audit, compliance, security, and governance requirements applicable to the customer engagement

- Coordinating business continuity and disaster recovery activities, including planning, testing, documentation, and follow-up actions

- Monitoring capacity, performance, availability, and infrastructure requirements and coordinating necessary actions with ECS technical teams

- Supporting contract renewals and identifying changes in scope, consumption, service requirements, and commercial opportunities

- Coordinating commercial and contractual changes with Sales, Finance, Legal, and relevant ECS functions

- Ensuring timely closure of billing, invoicing, service credit, penalty, and commercial-related actions

- Maintaining strong executive relationships and conducting regular stakeholder engagement to understand evolving business priorities

- Supporting customer escalations through structured communication, action planning, ownership assignment, and resolution tracking

- Ensuring effective transition of responsibilities during onboarding, operational handover, organizational changes, and offboarding





- Capturing lessons learned and incorporating them into continuous improvement and future engagement planning

- Centralizing and coordinating EMS activities for HEC-only customers, ensuring all applicable SOPs and WIs are followed

- Ensuring compliance with applicable Standard Operating Procedures (SOPs) and Work Instructions (WIs) throughout the engagement lifecycle

- Maintaining readiness for internal and external audits by ensuring required documentation, approvals, evidence, and records are available

- Supporting customer communication and coordination for planned outages, emergency maintenance, and service-impacting events

- Proactively identifying operational risks and initiating mitigation plans before they impact customer service or business operations

- Ensuring all open risks, issues, actions, and dependencies have clear ownership, target dates, escalation paths, and closure criteria

Qualifications

Exp –

- E3 – 9 to 12 Years

- E4 – 12 to 14 Years

How to Apply: Interested candidates are encouraged to respond/submit their updated resumes, and for additional job opportunities, please visit Jobs In India – VARITE.

Unlock Rewards: Refer Candidates and Earn.

If you're not available or interested in this opportunity, please pass this along to anyone in your network who might be a good fit and interested in our open positions. VARITE offers a Candidate Referral program, where you'll receive a one-time referral bonus based on the following scale if the referred candidate completes a three-month assignment with VARITE.

Experience Level Bonus Referral:

0-2 years

INR 5,000

2-6 years

INR 7,500

6+ years

INR 10,000

About VARITE: VARITE is a global staffing and IT consulting company providing technical consulting and team augmentation services to Fortune 500 Companies in USA, UK, CANADA and INDIA. VARITE is currently a primary and direct vendor to the leading corporations in the verticals of Networking, Cloud Infrastructure, Hardware and Software, Digital Marketing and Media Solutions, Clinical Diagnostics, Utilities, Gaming and Entertainment, and Financial Services.

Equal Opportunity Employer:

VARITE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive setting for all employees. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, veteran status, or disability status.

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