CoE Manager at Private Cloud Customer Center (PC3)

at  SAP

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The charter of Private Cloud Customer Centre is to ensure seamless adoption of the new RISE SAP S/4HANA Private Cloud Edition solution by customers through a Shared Services model. This Shared Services unit shall ensure an innovative and standardized digital approach towards managed services delivery of contracted responsibilities towards the customers, by focusing on scalability and resilience, delivered through Centers of Expertise (CoEs)

The charter of the PC3 CoE Manager at Private Cloud Customer Center (PC3) is to ensure a seamless adoption of RISE SAP S/4HANA Private Cloud Edition solution by customers through digital Shared Services delivery engagement model. The role will ensure the operational management and efficient running of one or more CoE’s within the PC3 framework and be responsible for a team of Digital Customer Engagement Managers (dCEMs) who will work within the CoEs.

The PC3 organizational structure consists of digital customer engagement managers serving customers across EMEA and MEE. This Shared Services unit shall ensure innovative and standardized approaches towards managed services delivery of contracted responsibilities towards the customers, by focusing on scalability and resilience. Continuous improvement in tools, processes and engagement channels shall be key for this unit, working in close collaboration with relevant ECS and Customer success stakeholders in the region. This role is to serve the European customers and therefore requires the candidate to perform:

• Manage and coordinate a team of dCEMs within the Go-Live and Operations CoE within PC3 Europe.
• Provide expert guidance for the team and establish a structure for continuous operational improvements as the business grows.
• Support tickets handling, bridging customer queries and requirements from technical operations team.
• Orchestrates the overall service delivery according to agreed SLAs and KPIs for RISE PCE systems.
• Supports de-escalations of critical customer situations & reviews SLA service credit cases.
• Executes and supports problem management and continuous improvement.
• Supports customer satisfaction surveys & commercial change requests.
• Contributes to the liaison with different SAP stakeholders e.g. Sales, Presales, Renewals teams, esp. Customer success partner involved in the accounts, to ensure customer success.
• Establish regional strategy and focus KPI & Goals for the CoE and the employees, in alignment with Global guidance.
• Plan and run with Customer First vision and ensure quality experience for our customers, through digital delivery approaches.
• Ensure robust delivery execution using smart & innovative approaches, suiting the geographical requirements.
• Build collaboration models with key stakeholders in the region and in local markets; with ECS teams of delivery, CDMs, TSMs, Project Leads, Customer Office and Presales/Sales, CSS teams in Customer success Board area.
• Grow the unit following the defined financial business model, consisting of internal and Partner resources to deliver the shared services vision.
• Execute on the operating model defined by Regional Head of the unit to ensure effectiveness, integration and agility in delivery approaches.
• Adopt the Customer efficiency strategy defined by global, to leverage digital platforms and channels for customer communications; consistent focus on increased automation to enhance productivity and profitability.
• Ability to adapt to changing business requirements and adjust delivery teams and strategy accordingly.