SAP Enterprise Solutions Consultant

1 month ago

Singapur, Singapore SAP Full time

About the Role

We are seeking a highly skilled and experienced Principal Consultant to join our team at SAP. As a Principal Consultant, you will be responsible for supporting our customers in their adoption and consumption of SAP-centric solutions.

Key Responsibilities

  • Analyze current customer situation, maturity of SAP solution operations usage, and IT service delivery
  • Understand the strategic direction of the customer and the industry sector the customer is operating in
  • Watch SAP innovation, the market and technology development to identify innovation potential for the customer

Engagement Setup

  • Align and refine the scope of the engagement with the customer
  • Define and agree with customer on engagement roadmap, innovation roadmap, adoption targets, engagement focus areas, and high-level delivery plan
  • Drive agreement on goals and Key Performance Indicators (KPI) for the engagement with the customer
  • Define initial action and service plan with the customer as the starting point for the engagement

Engagement Governance

  • Align with account team to define and position collaborative service offerings from SAP
  • Align with other internal stakeholders as required
  • Facilitate executive meetings, provides an overview of the engagement contribution to demonstrate the value delivered
  • Manage engagement performance regarding delivery standards and KPIs

Customer Relationship Management

  • Establish a trusted relationship with customer
  • Own the communication for all engagement related topics between the customer's organization and SAP during the engagement lifecycle
  • Capture customer experience (reference calls, videos, success stories, etc.)

Engagement Management and Planning

  • Own and manage the customer entitlement while adhering to entitlement or contract guidelines
  • Know relevant SAP delivery portfolio for accelerating adoption and maximizing the customer value whilst supporting SAP delivery efficiency
  • Define and align a long-term engagement plan based on customer's projects and top issues

Anticipation and Identification of Risks and Top Issues

  • Identify and assess potential issues and risks related to SAP solutions, and associated business processes and customer initiatives
  • Provide advice on issue resolution or risk mitigation
  • Create an action plan for root-cause analysis and resolution of the customer's issues and top issues.
  • Prepare executive briefing to provide background and status on high profile customer top issue(s)

Escalation Management for Critical Situations

  • Understand and judge importance of all issues raised, and recommendations given to the customer
  • Condense issues to top issues and ensure resolution thereof according to engagement deliverables
  • Escalate and manage critical situations to SAP and customer top management when required
  • Identify churn or maintenance at risk situations and coordinate measures to reestablish customer's trust in SAP

Engagement Delivery

  • Manage execution of the engagement plan by aligning, scheduling, scoping, ordering and supporting the delivery of Premium Engagement services
  • Follow up service deliveries to ensure value realization and visibility of value delivered to customer

Documentation and Reporting of Engagement Status, Action and Value

  • Regularly report the status of engagement deliverables, accomplishments and value to the customer
  • Ensure up-to-date customer information and status is captured in respective systems

Experience and Educational Requirements

  • Can effectively resolve or drive resolution in a structured manner for problems that require the creation of new and innovative approaches
  • Understands enterprises of larger size and their solution landscape and contributes to the solution of critical customer issues
  • Has a very good understanding of the SAP technology, solutions and services
  • Has an excellent understanding of SAP tools and processes
  • Has an advanced understanding of cloud delivery principles and methodologies, including but not limited to SAP Activate

Education

  • Bachelor's degree in Computer Science, Science, Mathematics, Engineering or similar

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