ISBN Preferred Success Delivery@Scale Service Coordinator

1 day ago

Prague, Czech Republic SAP Full time

Job Summary: As a Service Coordinator, you will be responsible for scoping and triaging service requests, collaborating with customers and internal teams, and ensuring efficient and timely service delivery.

At SAP, we help our customers run better by providing them with expertise and collaboration tools that support and empower their goals via outcome-based services. Our company culture is focused on collaboration and a shared passion to help the world run better. We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. Our team is highly collaborative, caring, and values learning and development, recognition for individual contributions, and a variety of benefit options.

Purpose and Objectives:

SAP Preferred Success provides a proactive partnership for the lifetime of the customer's cloud contract, maximizing business value by providing expertise and collaboration tools that support and empower customer goals. The SAP Preferred Success Team supports both SAP Preferred Success customers and their SAP CSPs by providing SAP Preferred Success exclusive 1:1 and 1:N offerings.

The SAP Preferred Success Mission:
  • Engage with customers and CSPs to deliver the value of the SAP Preferred Success program with prescriptive guidance on solution usage and adoption topics.
  • Empower internal and external customers alike to consume our offerings based on the outcomes they are looking to accomplish.
Key Responsibilities:
  • Review, manage, and process new Preferred Success service requests daily to ensure they meet the criteria for a valid service request, confirming that the scope falls under what can be covered by Preferred Success and aligns with the services requested.
  • Assign and, when necessary, reassign service requests to adoption service center members based on the nature of the service, their skills, workload, and availability to ensure efficient and timely service delivery.
  • Schedule regular calls with internal teams, including the delivery regional teams, managers, the SVA team, and other relevant stakeholders to collaborate on resource assignment based on customer needs and priorities.
  • Request, staff, and assign product consultants as needed (from the service and delivery teams) based on their skills, workload, and availability to ensure efficient and timely service delivery.
  • Periodically review their Resource Requests (RR) to ensure all are assigned. If not, escalate them to the Resource Management Team.
  • Keep requesters, managers, or stakeholders informed about any delays in assignments, and provide updates frequently, addressing any concerns or inquiries from the CSP, requesters, or stakeholders.
  • Review CARTs that are scheduled, in delivery, or pending requester action. For those with past delivery dates, request assigned resources to update the delivery date and include notes explaining any delays.
  • Identify opportunities for process improvement and implement best practices to enhance service delivery efficiency.
Requirements:
  • University undergraduate degree (or higher) in computer science, engineering, or comparable educational background.
  • Associate Certification in at least one Ariba module.
  • Minimum 2-7 years of working experience with cloud-based applications.
  • Experience in deployment, implementation, and enablement of Ariba modules.
  • Familiar with the SAP Preferred Success offering.
  • Curious, open-minded, resourceful, and flexible with the ability to learn quickly.
  • Excellent communication skills (written and verbal).
  • Ability to work with technical and non-technical colleagues.
  • Customer-focused.
  • Ability to multitask and support many requests simultaneously.

We offer a diverse work environment providing growth opportunities, learning & development possibilities, and an international business network for you to leverage. Our role is based at the ultra-modern Metronom office building, featuring uniquely decorated relaxation rooms, parents' and kids' room.

BENEFITS:

We offer yearly bonuses, sick days paid and sick leaves fully refunded, flexible start/end of working hours, contributions to the pension/life insurance, meal vouchers, holidays 5 weeks, educational courses, coaching and mentoring opportunities, free massage, cafeteria plan, free fitness studio, generous shares program, etc

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