JOB DETAILS

JOB DETAIL

• Work in a support environment with a team of functional, technical and operations workforce.
• Handle and manage multiple customers and meet their expectations via SAP services in order to
maintain contract renewal, achieve re-orders or budget replenishment.
• Plan and lead from support transition to stabilization and plan and maintain cyclic support activities.
• Do budgetary planning and budget analysis for prospective, existing or new customers.
• Track utilization of support consultants' efforts and measure optimization of resources to produce
monthly utilization and support status reports.
• Identify weaknesses and recommend service improvements where required
• Track, monitor and review all delivery activities to manage ageing or open status tickets.
• Take lead of change requirements of medium to relatively large revenues and manage milestone
deliveries and payments.
• Understand and interpret terms and conditions of support contract, delivery measurements, labor
rates, fluctuating revenues, profit margins, cost control and mechanism of handling tickets to be
equipped and effective in-service management.
• Study and interpret demand elasticity, operational statistics, lagging indicators, identify pain points
as efforts to build demand pipeline in meeting revenue KPI.
• Invoicing to customers and monitor and follow-up on scheduled payments.
• Conduct service reviews with customers on a periodical basis.
• Identify delivery or service risks and mitigate to avoid critical issues
• Establish knowledge transfer from global template to rollout, upgrade and have to do some mini
projects

REQUIRED WORK EXPERIENCE

• Professional experience 10 years above in SAP industry and service delivery
• English and Thai proficiency at business level or above (Japanese and other languages are a plus)
• Good personality and presentation skills
• Practical analytical skills, excellent verbal and written communication, self-motivated, and be able to work in stressful situations
• Strong interpersonal skills and ability to work both independently within given guidelines or as part
of a team, have to act as a single point of contact on matters related to customer support.
• Spend time, if required, negotiating, justifying, and following up with customers in various support billable scenarios.
• To work out of office hours if required to attend to critical issues.
• To handle multiple clients of local or offshore origin and manage overlapping deliveries.
• To work along with the sales team on pre-sales proposals.
• To work with support partners, third parties, or customer's vendors in realizing delivery and meeting deadlines.