Critical Case Manager

Recruiter
Location
Galway (County), Connacht (IE)
Salary
€27,000
Posted
06 Apr 2017
Closes
11 May 2017
Contact
Cathy Watson
Sector
IT
Job Type
Contract
Hours
Full-time

Please note, this is a temporary contract role for which you would be employed by Manpower and working on behalf of our client; SAP 


PURPOSE AND OBJECTIVES 
As a key part of SAP Digital Business Services (DBS), one goal of Mission Control Center (MCC) Cloud Deployment Support is to manage critical customer situations for Cloud and Hybrid (Cloud and on-premise) solutions from a critical exception mode back into a “business as usual". 

EXPECTATIONS AND TASKS 
You will be responsible for Cloud customers, representing SAP as a company and its interests. As a Critical Case Manager (CCM) in the MCC Cloud Deployment Support your main tasks will include: 
• Further evaluation of critical customer situations and managing the de-escalation incl. action plan etc. 
• Management of technical and / or functional end-to-end analysis in close collaboration with Engineering, Operations and other involved parties 
• Tracking and monitoring of the technical resolution together with stakeholders 
• Reporting on critical customer situations as a basis for regular executive level communication 
• Process adherence (CRM maintenance, reporting, Back-office interface etc.) 
SKILLS AND COMPETENCIES 
• Strong communication & conflict management skills 
• Ability to make fast and reliable decisions within strict deadlines 
• Strong interpersonal skills and the ability to work in virtual teams across the globe and customers on all levels of their organisation 
• High level of flexibility required; willingness to learn on a continuous basis 
• Knowledge about SAP Cloud products (SuccessFactors, Ariba, C4C, ByD, etc.) is a plus 
• Fluent English(incl. writing) - knowledge of further languages would be beneficial 
 

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