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SAP Basis Consultant / SAP Basis Customer Engagement Deputy Manager

SAP Basis Consultant / SAP Basis Customer Engagement Deputy Manager

HCLTechWorkFromHome, Daerah Istimewa Yogyakarta ꦝꦌꦫꦃꦆꦱ꧀ꦠꦶꦩꦺꦮꦪꦺꦴꦒꦾꦏꦂꦠ, Indonesia
21 days ago
Job description

SAP Basis Consultant / SAP Basis Customer Engagement Deputy Manager

We are HCLTech, a large technology company with 219,000+ employees across 54 countries, delivering digital, engineering and cloud solutions.

The Customer Engagement Manager (CEM) is responsible for end-to-end customer engagement and delivery of contractual services for SAP Enterprise Cloud Services, focusing on SAP S / 4HANA, private cloud edition deliverables. The CEM oversees the customer lifecycle from contract signing through onboarding, ongoing service delivery, release and maintenance project initiation, change management and renewal initiation. The CEM maintains customer satisfaction through issue mitigation and escalation management and helps customers maximize the value of their partnership with SAP. The role involves collaboration with Project Leads and SAP internal delivery teams to resolve technical complexities and provide expert operations support across the service lifecycle. Key tasks include :

  • Supports sales-to-delivery handover and customer onboarding to SAP Enterprise Cloud Services
  • Facilitates service kickoff for customers
  • Ensures periodic service reviews to track service quality across customers
  • Contributes to onboarding / transition projects
  • Contributes to overall service / project delivery according to scope, budget, and milestones
  • Supports in de-escalations of critical customer situations
  • Supports critical customer situations with Major Incident Management, SAP Enterprise Cloud Services Customer Office teams and SAP Product Support, as applicable
  • Executes technical feasibility studies / solution reviews (as applicable)
  • Contributes to customer release and maintenance activities
  • Supports customers on technical requirements throughout the lifecycle within the SAP Enterprise Cloud Services scope
  • Executes and supports problem management and continuous improvement
  • Contributes to liaison with SAP stakeholders to ensure customer success and integration
  • Supports review of account status and determines if an account should be transitioned to another team due to growth

Role Requirements

  • Engineering graduate with minimum 4+ years in a customer-facing role (consulting, IT services, etc.)
  • Excellent customer focus, networking, relationship-building, results-driven, self-organized, and decisive
  • Strong knowledge of IT Service Management, SAP Basis and SAP Applications
  • Hands-on experience with SAP Basis activities, SAP release upgrades and infrastructure updates for cloud customers
  • Knowledge of Project Management Fundamentals, ITIL, Lean Fundamentals is a plus
  • Cloud architecture and IT technical infrastructure know-how
  • Technical and application expertise for different cloud solutions (minimum HEC & S / 4HANA)
  • Understanding of escalation handling and procedures
  • Experience in working with cross-cultural and cross-functional teams
  • Proficiency in English (written and verbal); additional local languages are a plus
  • Why Us?

  • One of the fastest-growing large tech companies with offices in 50+ countries and 219,000+ employees
  • Diverse organization with 165 nationalities represented
  • Opportunity to collaborate with colleagues across the globe
  • Virtual-first work environment with flexible work-life integration
  • Investment in growth with learning and career development opportunities
  • Seniority level

  • Mid-Senior level
  • Employment type

  • Full-time
  • Job function

  • Information Technology
  • Industries

  • IT Services and IT Consulting
  • Get notified about new SAP Basis Consultant jobs in Jakarta, Indonesia.

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    Consultant • WorkFromHome, Daerah Istimewa Yogyakarta ꦝꦌꦫꦃꦆꦱ꧀ꦠꦶꦩꦺꦮꦪꦺꦴꦒꦾꦏꦂꦠ, Indonesia

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