Responsibilities: - Service Design, Implementation & Testing - Service Take-On - Service Stabilization or Hyper Care - Operational Service Management - Customer Relationship Management - Contract Management - AWS Cost Management - Service Level Management - Service Escalation Management - Service Automation - Service Improvement - DevOps Deployment - Develop and manage the execution of meaningful Operational Readiness Tests; - Develop comprehensive Service Delivery reports with a keen eye on what it is that makes this service special for the customer; - Service Take-On - Obtain existing Technical Design and Service Documentation, including with regards to any custom and bespoke tooling in use at the customer; - Service Stabilization or Hyper Care - Define criteria as a quality gate for transitioning from Project into Stabilization or Hyper Care support; - Run Daily and Weekly Stabilization Sessions, ensuring Critical Items are identified and resolved; - Define criteria as a quality gate for transitioning from Stabilization into BaU support; - Manage to achieve compliance with the Stable State criteria as fast as reasonably feasible; - Operational Service Management - Task and Issue Manage your assigned Service Delivery Team; - Build an excellent, open, and supportive Team Spirit; - Customer Relationship Management - Build and maintain a critical friend and trusted advisor relationship with key stakeholders at the customer; - Ensure a good understanding of the customers’ critical business processes and any SAP related process performance and bottlenecks; - Contract Management - Ensure adherence to the contractual terms and scope; - Drive down (all) cost in a pro-active manner through all possible means; - Initiate Contract Change Control when and where required; - AWS Cost Management - Together with the AWS Financial Controller, ensure reporting of and adherence to established budgets; - Identify opportunities for Cost Reduction and pro-actively engage with the customer on implementing those opportunities; - Ensure strong governance and change control on AWS cost and cost drivers; - Service Level Management - Ensure Service Levels reflect what is important to the customer; propose and implement additional service levels if that is required to drive value to the customer; - Ensure adherence to Service Levels; identify and implement areas for improvement; - Service Escalation Management - Act as Escalation Manager in the resolution of P1’s and P2’s; - Write and ensure delivery of Major Incident Reports; - Service Automation - Develop and Project Manage the Customer Service Automation Plan; - Ensure consistent cost reduction through automation; - Ensure Service Automation Tools are optimized for efficiency; - Service Improvement - Develop and Project Manage the Customer Service Improvement Plan; - DevOps Deployment - Develop and Project Manage deployment of DevOps for the Customer Qualifications: In addition to being fluent in ‘SAP Speak’, a good understanding of ITIL processes and terminologies is important, as is a level of affinity with Infrastructure Management, Data Lifecycle Management, and Solution Manager. - You are innovative - You are happy to challenge established patterns in the industry if they do not make sense to customers; you are able to put yourself in the shoes of your customers and observe what we do from their perspective; you keep abreast of developments and know when to introduce them to your customers; - Command authority naturally - You don’t need borrowed power to enlist the help of others - you just know how to do it - you are optimistic and are viewed in a favorable light and are valued by the organizations you work for; - Possess quick sifting abilities, knowing what to note and what to ignore - The latter is more important since there’s almost always too much data, and rarely too little; ignoring the right things is better than trying to master extraneous data; - Ask good questions and listen to stakeholders - Great project managers don’t just go through the motions; they care about communication and the opinions of the parties involved and they are sufficiently self-aware to know how their communication is received by those stakeholders; - Do not use information as a weapon or a means of control - You communicate clearly, completely, and concisely, all the while giving others real information without fear of what they’ll do with it. - Exercise independent and fair consensus-building skills when conflict arises - But you embrace only as much conflict as is absolutely necessary, neither avoiding nor seeking grounds for control of a particular project segment; - Look forward to going to work - You believe that service delivery management is an exciting challenge that’s critical to our success: you view service delivery management as a career and not a job, and you treat it so by seeking areas for change, improvement, and additional training and education