Support Architect Job Otro

de Empresa Reservada en Estado de Mexico
Publicado el 14-09-2016 en Otros

Requisition ID: #
Work Area: Customer Service and Support
Expected Travel: 0 – 10%
Career Status: Management
Employment Type: Regular Full Time

As market leader in enterprise application software, SAP helps companies of
all sizes and industries innovate through simplification. From the back office
to the boardroom, warehouse to storefront, on premise to cloud, desktop to
mobile device – SAP empowers people and organizations to work together more
efficiently and use business insight more effectively to stay ahead of the
competition. SAP applications and services enable customers to operate
profitably, adapt continuously, and grow sustainably.
Key Responsibilities
1) Define and deliver innovation strategy for regional MaxAttention customers
2) Contribute to GSS strategic topics
3) Manage regional engagements: MaxAttention Positioning & Set-up & Delivery
Key Tasks
1) Contribute to GSS  Strategic topics-/h4-
-Manage relationship with regional customers (PCN/PSLE) beyond MaxAttention agreement
-Drive IT-Planning & Strategy sessions with regional customers together with IT& Business Solution Architects
-Support / Drives development of master plans for IT Landscape and IT-Transformation together with IT-Architects
-Develop and validates release and enhancement package strategy
-Develop operational strategy for customer to adopt SAP’s Best Practices for Application Lifecycle Management and Run SAP like a Factory
-Define strategy to develop customer towards the level of Customer Advance COE
-Develop a “master plan” with customer for business process innovation and business continuity according to SAP Best Practices
-Manage maintenance at risk: develop plan to make utilization of SAP licenses with the account team
-Liaise with different LOB’s
-Ensure consistent MaxAttention Strategy and Delivery for Engagements within the same industries
-Review MaxAttention Engagement strategy and plans on request
-Provide functional advisory for MaxAttention Engagements within the industry
2)  Presales for MaxAttention:
-Architect and define the engagement model with the customer based on a profound understanding of the customer situation including core business processes, system landscape, organizational structure, support organization, and company goals as well as industry context.
-Work closely with account teams to define and position collaboration engagements with SAP Global Service and Support
-Define strategy for positioning the engagement with the account team
-Define customer-tailored value proposition and benefit case
-Define and agree with customer on Engagement Roadmap including charter, innovation potential, focus areas and high level delivery plan
3) Engagement Setup
-Define the scope and agree on the engagement focus areas with the customer, goals and Key Performance Indicators for the engagement
-Define and agree on governance model with customer and account team
-Positions SAP’s collaboration platform (Solution Manager) to customer
-Define initial action and service plan with the customer
-Liaise with other departments within SAP: ensures alignment of MaxAttention Engagement strategy with other SAP activities for the customer ( account team, development)
-Ensure positioning of SAP´s strategic initiatives and focus topics to the customer
4) Customer Situation Analysis
-Analyze current customer situation and maturity of SAP solution operations and IT service delivery
-Identify top issues in current business processes and derive measures to resolve those
-Analyze the strategic direction of the customer and the industry sector the customer is operating in
-Understand the customers’ business challenges and pain points
-Watch SAP innovation, the market and technology development to identify innovation potential for the customer
-Advice pro-actively the customer based on results from customer situation analysis
5) Value Proposition and Benefit Case
-Define value proposition and benefit case for the customer to justify investments in
-improving business processes execution
-adopting SAP innovations
-optimizing operations of SAP solutions
-improving IT service delivery
-Develop a comprehensive roadmap from an operational and strategic perspective and achieve buy in from key customer stakeholders (C level) in IT and Business by executing a the value approach
6) Engagement Delivery
-Own MaxAttention contract and manage the engagement according to the TSM methodology
-Ensures value recognition and visibility of value delivery at customer
-Drive the contract renewal
-Ensure alignment of MaxAttention Engagement delivery with other SAP activities for the customer
-Participate in Account Planning Meetings
7) Customer interface
-Establish trusted relationship with customer to drive action plans resulting from  GSS engagement with customer.
-Own the communication relationship between the customer’s organization and SAP Global Service and Support during the engagement lifecycle
8)  Escalation Management for critical situations
-Condense issues to top issues and ensure resolution thereof according to engagement deliverables
-Escalate and manage critical situations with SAP and customer top management when required
9) Manage delivery of Enterprise Support / Product Support for Large
-Educate customer ES/PSLE with regards to MaxAttention and Safeguarding
-Ensure adequate delivery of Enterprise Support or PSLE Services
10) Training and Mentoring Tasks
-Provide guidance to the TQMs within his/her engagement
-Provide guidance for communication to customer senior management, such as for quarterly meetings, communication of status and action plan for top Issue resolution and service delivery
-Review and participate when needed in presentations given to the customer senior management
-Give input on functional and personal skills training plan to the TQM’s manager
Functional Experience
-Problem Resolution: he/she is able to effectively resolve or drive resolution for the most difficult and complex problems that require the creation of  new and innovative methods and approaches
-Ability to manage complex Customer Solutions in top maintenance segment (level 3): Is able to manage major enterprises and their comprehensive solution landscapes (SAP and non-SAP products) and takes a lead in solving complex customer issues.
-Is able to manage complex customer situations and is able to communicate to the customer’s project team and C-level.
-Well established communication and presentation skills to transfer knowledge to diverse audiences
-Profound program and project management skills
-Tool Knowledge: has a very good understanding of  GSS tools ( SAP Solution Manager) and is able to present and explain strategy and demonstrate capabilities to customers.
-Thinks through and uses influence strategies to achieve agreement or support in the most complex or controversial situations internally and in partner or customer projects
-Is able to Mentor highly qualified and experienced Support employees
English: Fluent
Bachelor in Computer Science, Mathematics, Physics, or similar
To harness the power of innovation, SAP invests in the development of its
diverse employees. We aspire to leverage the qualities and appreciate the
unique competencies that each person brings to the company.
SAP is committed to the principles of Equal Employment Opportunity and to
providing reasonable accommodations to applicants with physical and/or mental
disabilities. If you are interested in applying for employment with SAP and
are in need of accommodation or special assistance to navigate our website or
to complete your application, please send an e-mail with your request to
Recruiting Operations team (Americas: Careers.NorthAmericasap or
Careers.LatinAmericasap, APJ: Careers.APJsap, EMEA: careerssap). Requests for
reasonable accommodation will be considered on a case-by-case basis.
Additional Locations: No Selection

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