Cloud Escalation Manager

2 days left

Location
Galway
Salary
Negotiable
Posted
19 Apr 2017
Closes
26 Apr 2017
Ref
MPSAP127
Contact
Cathy O'Neill
Job Type
Contract
Hours
Full-time
Manpower have an exciting opportunity on site with our client, SAP; we are seeking a Critical Case Manager for their MCC Cloud Deployment Support department on their Galway site. Please note, this is a temporary contract role for which you would be employed by Manpower and working on behalf of our client; SAP.
SAP
As market leader in enterprise application software, SAP helps companies of all sizes and industries run better. SAP has sales and development locations in more than 50 countries worldwide. SAP applications and services enable more than 248,500 customers worldwide to operate profitably, adapt continuously and grow sustainably.
SAP believe that the power of their people, products and partners unleashes growth and creates significant new value for their customers, SAP, and ultimately entire industries and the economy at large.
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 critical 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 organization
*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 and German is a major asset (incl. writing) - knowledge of further languages would be beneficial

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