Service Delivery Manager (DPO)

Job Summary

• Primary contact for the customer regarding technology discussions

• Recognized as the escalation point for technical issues for the ECS customer landscape

• Deep understanding of customer landscape and its interfaces

• Understands the customer business, goals and challenges in order to suggest solutions/innovation

• Advises customers on technical requirements, constraints and support in all sorts of technical situations (incl. IT critical situations) throughout their lifecycle within ECS

• Primary technical point of contact for Client Delivery Manager (CDM)

• Identifies and positions services that deliver value to the customer from the existing ECS portfolio

• TSM will visit customer on-site for special situations (i.e., strategic customer’s kick-off meeting; renewal follow up; discovery workshops; etc.)

• Supports customer’s Intelligent Enterprise transformation by acting as technical consultant (Ex: S4HANA conversion)

• Works with CDM, PL, Account executive, CAS architects and ECS internal service delivery to derive the long-term account vision and executable service plans

Tasks –

• Ensure customer satisfaction on technical delivery and support

• Execute on ECS portfolio

• Drive ECS innovation portfolio awareness and its implementation

• Support with incident & service request management as needed

• Coordinate impact and risk assessment for change management of planned activities

• Supports the service plan review with the customer and CDM

• Lead operational meetings with the customer, along with CDM

• Customer specific guidance derived out of EWAs, RCAs, Technical Services and Monthly Service Reviews, providing an in depth review of the generated reports and action items follow up.

• Plan and execute Capacity Management, Landscape Optimization and other value adding services

• Focus on Problem Management to adopt countermeasures, preventing unexpected downtimes

• Hands-on for critical activities

• Identify and position offerings by SAP Enterprise Cloud Services that deliver value to the customer

• Supports customer’s Intelligent Enterprise transformation by acting as technical consultant

• Offer comprehensive knowledge on SAP S/4HANA architecture, conversion, migration path, methodology and tools

• Deep experience in technical planning, implementation, coordination, configuration, and integration of SAP solutions

• Understand the SAP high availability or disaster recovery architecture, network, and virtual technologies (load-balancer, virtual machine)

• Experience and knowledge in SAP Net Weaver Administration, migration and upgrades

Key Responsibilities

To Contribute To Business Development:

To Contribute To Knowledge Development Of The Team:

1. To Demonstrate Significant Industry / Solution Expertise

2. To Manage Clients & Accounts And Built Professional Relationships

3. To Understand The Client Engagement Dynamics And Provide Constant Direction And Guidance To Fellow Consultants

Skill Requirements

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Other Requirements

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