Regional Service Delivery Manager AOA Nestl @ SAP India

ABOUT THE TEAM

Enterprise Cloud Services (ECS) is part of the Product Engineering board area and consists of SAP HANA Enterprise Cloud (HEC) and Cloud Application Services (CAS). As private cloud managed services provider, HEC Delivery is offering a key aspect in the intelligent business transformation journey of our customers and by joining forces with CAS, we enter a new era of end- to- end service experience for our customers.

Nestl? has setup a transformation program called Journey to Cloud (J2C). A cornerstone of this transformation is to consume the entire SAP landscape as SaaS provided by SAP. In order to provide the right level of service, it has been decided to build a new team within ECS. The ECS Nestl? Client Delivery Management will provide an E2E service by combining HEC and CAS portfolio and will work dedicated for Nestl? and will operate the entire Nestl? SAP landscape with more than 80 productive systems and several of the largest HANA- based systems (e.g. 2x24TB ERP scale- out). The Nestl? CDM team will work on building the services according to Nestl? needs, it will bring those services into daily operations as well as work on continuous improvement and automation of those services.

THE ROLE

• Build a solid customer relationship and act as a trusted advisor to the customer
• Understands end to end business drivers for customers to be in cloud, translating it into technical requirements
• Run steering governance meetings daily, weekly, monthly and quarterly at your customer
• Drive end- to- end customer engagement including commercial responsibility (costs and profitability), customer expectations, delivery team success, reporting and invoicing
• Create and maintain release calendar
• Manage minor and major release cycles
• Support management and coordination of release activities
• Support delivery teams to perform and drive root cause analysis to completion
• Achieve customer reference collateral
• De- escalate critical customer situations
• Deliver best and create upsell opportunities
• Proactive development implementation of quality plans for your customer
• Manage overall project/program delivery according to planned scope, budget and milestones
• Support the preparation of proposals, solution assessments and service scoping exercises
• Liaise with different SAP stakeholders involved in the accounts, to ensure success and integration with neighboured teams
• Be a coach to other team members

ROLE REQUIREMENTS

• Bachelor?s degree or higher
• Strong customer service focus
• Solid know- how on SAP Technologies and Products (SAP certification highly beneficial).
• Expert in industry and SAP standards and methodologies for Operations (ITIL v3, CCoE, ITSM, TCO and E2E Operations / Run SAP, ALM)
• Excellent written, verbal communication and presentation skills to effectively communicate and escalate Issues.
• Able to articulate technical details to non- technical audience such as customer with great clear and concise Confidence.
• Strongly focused on quality, customer success and driven by results
• Customer centric acting
• Ability to work under pressure and constantly add value to customer and within organization
• Ability to work effectively in international and virtual teams and get work done smoothly from multiple teams in ECS.
• Capacity to continuously acquire new knowledge in an independent, proactive way
• Good analytical and solution- oriented thinking
• Experience in working with cross- cultural teams or individuals
• Having project management experience is plus.
• Analytical thinking and decision- making ability
• Cloud, HANA and hybrid landscapes (both technical and architectural)
• Strong leadership, facilitation, negotiation, mentoring and personnel management skills
• Good understanding of SAP?s strategy, products, services and organizational structure
• Willingness to travel
• English (advanced/fluent written spoken)

Work Experience

7 years? experience in project management and SAP Operations