Job description:

SAP dCEM (Digital Customer Engagement Manager) This is SAP Customer Engagement Manager position which is elevated role as per career progression/ path for SAP Basis consultant who would like to become SDM/ Account Manager/ Service Manager in their career journey. Primary role/ responsibility for this role is to understand customer requirements about their SAP Landscape and facilitate solutions, technical services with alignment of SAP backend support (TechOps) team on SAP RISE Platform. dCEM is primary SPOC for RISE customers and will engage with customers on regular basis to provide guidance about their SAP Landscape functioning OR any maintenances (planned/ unplanned) DCEM team member works very closely with SAP IAE, CAA, TSM, CDM teams to ensure Customer has all necessary guidance, information needed for their SAP Landscape functioning & planning (Refer detailed Roles & Responsibilities below) SAP RISE Platform offers all latest SAP Technologies (Products) with options for customer to select their own Hyperscaler (AWS, Azure or GCP). This role is Customer facing and will require to join meetings, answer technical queries from customer team & present assessments. Since it is an Engagement Manager role so there is no expectation from the resource to perform any hands-on work. Technical Skill Set required to perform above tasks: Technical expertise in SAP Basis area with minimum of 5+ years of experience. 2+ Cloud knowledge (e.g. through Solution Management, Consulting and/or Delivery Program management). Good understanding & hands-on experience required in S/4 HANA Application & HANA database. Experience in SAP Upgrade & Migration (OS/DB) is mandatory. Experience in SaaS products (Ariba, Salesforce, C4S etc.) integration with SAP Landscape is plus. Hands-on experience in any of hyper scaler (AWS/ Azure/ GCP) is needed.

• The individual should have an ability to understand and carry out the allocated tasks and responsibilities in a timely and consistent manner and deliver results so as to exceed one s own standards
• 1. To formulate the Key Result Areas of the Team Leaders & Team Members
  2. Conduct appraisals and feedback sessions with Team leaders/FTs and agents at regular intervals
  3. Performance & SLA Management and ensure good customer satisfaction feedback from both internal as well as external clients
  4. Plan and coordinate the staffing activities of the respective processes in accordance with documented policies and procedures.
• Attendance/Login Hours/Unsechduled Leave
• Effectively manage client relationships in order to maintain and grow their existing business to ensure revenue generation
• Manage the budget and schedule for the projects assigned,Responsible for managing multiple assigned on boarding projects to completion,Coordinating interrelated operational tasks required to support the proposed solution