SAP Digital Customer Engagement Manager (f/m/d) - #2624293

About HCLTech

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 225,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud. Our people are diverse, creative, and passionate, raising the bar for excellence every day. If this sounds like an environment where you’ll thrive, join us on our journey to advance the technological world through innovation and creativity.

Key Responsibilities

• Act as the primary Single Point of Contact (SPOC) for SAP RISE customers, ensuring effective engagement and communication.
• Understand customer requirements related to their SAP landscape and facilitate appropriate solutions in collaboration with SAP backend (TechOps) teams.
• Provide regular guidance to customers regarding system operations, performance, and planned/unplanned maintenance activities.
• Collaborate closely with internal SAP teams including IAE, CAA, TSM, and CDM to ensure customers receive the necessary support, insights, and planning guidance.
• Participate in customer meetings, present technical assessments, and address queries related to SAP solutions and services.
• Manage customer relationships effectively to retain and grow business, ensuring high satisfaction levels.
• Oversee multiple onboarding and project engagements, ensuring timely delivery and alignment with proposed solutions.
• Manage project budgets, schedules, and associated operational tasks to support service delivery.
• Drive performance and SLA management, ensuring service quality for both internal and external stakeholders.
• Support team management activities, including defining KRAs, performance reviews, and feedback sessions.
• Plan and coordinate resource staffing in line with operational requirements and organizational policies.
• Monitor team metrics such as attendance, login hours, and leave management.

Required Skills

• 5+ years of experience in SAP Basis with strong technical expertise.
• Knowledge of cloud platforms (AWS, Azure, or GCP) through solution management, consulting, or delivery programs.
• Strong understanding and hands-on experience with SAP S/4HANA application and HANA database.
• Mandatory experience in SAP upgrade and migration (OS/DB) projects.
• Experience with SaaS product integrations (e.g., Ariba, Salesforce, C4S) with SAP landscape is an advantage.
• Exposure to SAP RISE platform and modern SAP technologies.
• Ability to understand customer requirements and translate them into practical technical and business solutions.
• Strong stakeholder management and client-facing skills, including presentation and communication abilities.
• Good understanding of service delivery management concepts (SDM, Account Management, Service Management).
• Ability to manage multiple priorities, ensure timely delivery, and consistently exceed performance expectations.

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We promote equal opportunities for all employees, regardless of their cultural and social background, gender, disability, age, religion, beliefs, and sexual identity. We give priority consideration to severely disabled applicants and those of equal status in the case of equal suitability.