SAP Project Manager (US citizen only)

· Conducts regular / quarterly business review meetings with the customer to discuss the service quality.

· Delivers a quarterly balanced scorecard with KPI’s to ensure overall customer satisfaction (performance review).

· Proposes and discusses improvement potential.

· Conducts service and business planning meetings to understand customer business needs.

· Explains aspects of overall cloud strategy and the growing portfolio to ensure adoption of S/4HANA and cloud standardization and to drive transformation towards Cloud Solutions.

Delivery Management:

· Orchestrates onboarding/transition projects

· Manages overall service/project delivery according to planned scope, budget and milestones

· Single point of contact for service and support requirements of the customer regarding SAP NS2 cloud solutions

· Supports delivery/operations teams to perform and drive root cause analysis to completion

· De-escalates critical customer situations

· Supports critical customer situations in conjunction with teams from Mission Control Center (MCC) and Operations Control Center (OCC) if applicable

· Supports the preparation of proposals, solution assessments and service scoping exercises

· Ensures feedback loop into development/operations unit

· Plans and manages customer release and maintenance activities (establish a customer IT calendar)

· Develops & implements quality plans for the customer

· Ensures service plan execution for Enhanced Managed Services and Cloud Application Services

· Creates and delivers monthly service reporting

Account Management:

· Identify upsell opportunities

· Collaborates with sales to ensure upsell and renewal (participate in the deal review meetings if applicable)

· Enable & ensures customer satisfaction surveys

· Drive & reviews SLA service credit cases

· General overview of commercial responsibility (SLA credit vs. profit)

· Supports commercial change requests

· General overview of sizing / pricing of upcoming change requests

· Runs Cloud Application Services operating profit reviews

· Liaises with different stakeholders involved in the accounts, to ensure success and integration with neighbored teams

Experience Requirements:

· Minimum 5-7 years of professional experience

· Excellent customer focus / Networking / Relationship Building

· Results-driven / Self-organized / Decision making

· Knowledge of one or more functional business processes (Logistic, Finance, etc.)

· Project Management Fundamentals

· Lean Fundamentals

· Infrastructure know-how and technical understanding

· Perspective on current IT trends

· Understand Cloud business and Cloud models / solutions / operation processes

· Technical and application expertise for different cloud solutions (min. HEC & S/4HANA)

· Understanding of escalation handling and procedures