ISBN SAP Preferred Success Delivery@Scale Service Coordinator

at  SAP

WE HELP THE WORLD RUN BETTER

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

REQUIREMENTS:

• University undergraduate degree (or higher) in computer science, engineering, or comparable educational background.
• Associate Certification in at least one Ariba module
• Minimum 2-7 years of working experience with cloud-based applications.
• Experience in deployment, implementation, and enablement of Ariba modules.
• Familiar with the SAP Preferred Success offering
• Curious, open-minded, resourceful, and flexible with the ability to learn quickly
• Excellent communication skills (written and verbal)
• Ability to work with technical and non-technical colleagues
• Customer focused
• Ability to multitask and support many requests simultaneously
  What you can expect is professional onboarding, exciting career progression, a diverse work environment providing growth opportunities, learning & development possibilities, and an international business network for you to leverage. Interesting non-work related activities (volunteering, charity, sport events,..)
  This role is based at the ultra-modern Metronom office building directly above the Nove Butovice metro station. The location encompasses SAP’s vision for the perfect work-life balance by featuring uniquely decorated relaxation rooms, parents’ and kids’ room.

PURPOSE AND OBJECTIVES:

SAP Preferred Success is part of SAP’s Success Experience Advanced layer offering. Preferred Success provides a proactive partnership for the lifetime of the customers cloud contract that maximizes business value by providing customers with expertise and collaboration tools that support and empower their goals via outcome-based services. The SAP Preferred Success Team support both SAP Preferred Success customers and their SAP CSPs alike by providing SAP Preferred Success exclusive 1:1 and 1: N offerings.

ROLE DESCRIPTION

A Service Coordinator is a highly organized and detail-oriented professional responsible for scoping and triaging all SAP Preferred Success service requests and routing those assignments to the right Delivery Specialists. This role requires a deep understanding of the Preferred Success service portfolio and sufficient product knowledge to collaborate closely with the CSP, understand customer needs and determine the best options to address their requirements. The Service Coordinator must be able to engage with managers from different teams to ensure resources are assigned on time, services are delivered as expected through to completion, and customer satisfaction feedback is requested.

KEY RESPONSIBILITIES & TASKS

• Review, manage, and process new Preferred Success service requests daily to ensure they meet the criteria for a valid service request, confirming that the scope falls under what can be covered by Preferred Success and aligns with the services requested.
• Assign and, when necessary, reassign service requests to adoption service center members based on the nature of the service, their skills, workload, and availability to ensure efficient and timely service delivery.
• Schedule regular calls with internal teams, including the delivery regional teams, managers, the SVA team, and other relevant stakeholders to collaborate on resource assignment based on customer needs and priorities.
• Request, staff, and assign product consultants as needed (from the service and delivery teams) based on their skills, workload, and availability to ensure efficient and timely service delivery.
• Periodically review their Resource Requests (RR) to ensure all are assigned. If not, escalate them to the Resource Management Team.
• Keep requesters, managers, or stakeholders informed about any delays in assignments, and provide updates frequently, addressing any concerns or inquiries from the CSP, requesters, or stakeholders.
• Review CARTs that are scheduled, in delivery, or pending requester action. For those with past delivery dates, request assigned resources to update the delivery date and include notes explaining any delays.
• Identify opportunities for process improvement and implement best practices to enhance service delivery efficiency.