Bangalore, Karnataka
Job Summary
The Tower Lead for Support & Operations plays a critical role in ensuring the effective delivery of services related to SAP BASIS and SAP HANA. This position is pivotal in managing escalations, overseeing operational hygiene, and driving initiatives that enhance customer satisfaction and revenue generation. The Tower Lead will implement organizational strategies and report on operational performance, ensuring alignment with business objectives.
Key Responsibilities
Your main goals will be customer satisfaction and commercial success while driving the end-toend customer engagement through onboarding, run and renewal phases. You will have three \\r\\nmain areas of responsibility: \\r\\nEngagement Management: Plan & review of services in accordance with the customer’s \\r\\nrequirements, manage Stakeholders\\r\\nDelivery Management: Day-to-day operations, support of projects, de-escalate critical \\r\\nengagements\\r\\nAccount Management: Commercial account management and increase of customer satisfaction\\r\\nAccompanying our customers on their cloud journey is a challenging and exciting opportunity \\r\\nfor personal and professional growth and experience as you engage with our customers of \\r\\nvarious sizes, backgrounds, and industries to manage their mission critical SAP landscapes
Skill Requirements
Bachelor’s degree or equivalent in a business or technology related field (e. g. Computer \\r\\nScience, Business Administration, etc.)\\r\\nExcellent presentation and communication skills in German and English, ability to switch \\r\\ncommunication styles for technical and non-technical audience with confidence, including \\r\\nmanagement level at customers\\r\\nPro-active, problem solving, \\\"can-do\\\" attitude and “customer first” mindset.\\r\\nStrong engagement management, relationship building and de-escalation skills\\r\\nGood understanding of SAP\\\'s cloud business, especially private cloud offerings\\r\\nAccustomed to work in international environments\\r\\n2+ years of experience in a customer-facing role in the cloud or IT consulting business
Other Requirements
Mandatory customer requirement: \\r\\nCandidate must have ECS experience along with exposure to SAP private cloud offerings (RISE \\r\\nwith SAP, S/4HANA Cloud Private Edition, HEC, CAS)
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