HANA News Blog

3 years of RISE with SAP: ECS realignment

Jens Gleichmann • 5. Januar 2025

Realignment if the organization

Starting with RISE with SAP in 2021 the customers had responsible persons at ECS for several different tasks depending on their contract:


  • TSM = Technical Service Manager
  • CDM = Client Delivery Manager
  • SAP Architect
  • Database Engineer
  • Infrastructure Engineer
  • and more

Depending on the contract, these can also be dedicated people for one or more customers.

For this reason SAP introduced SAP ECS PC3 (SAP Enterprise Cloud Services Private Cloud Customer Center) a new digital delivery engagement model already back in 2022.

The SAP Enterprise Cloud Services Private Cloud Customer Center (PC3) - a new digital delivery engagement model dedicated to manage service delivery for RISE with SAP S/4HANA Cloud, private edition customers.

Why is this important now? SAP is transitioning all existing and new customers from the classic CDM/TSM model to the digital model in a phased manner.


What effect does the change have? Most of the roles like TSM or CDM will disappear. Successor of those roles: PC3 Digital Customer Engagement Manager (dCEM)


A new escalation framework will be introduced.   


dCEM

Description: A team of dedicated Centers of Expertise, supporting diverse phases of the engagement lifecycle (Migration & Onboarding, Implementation, Go-Live and Operations).

The Digital Customer engagement Managers are available to support the customers during each stage of your engagement lifecycle.

Role Requirements (only a part of them)


  • Engineering graduate with minimum 8+ years of work experience as SAP technical consultant with 4+ years in customer facing role (consulting, IT support, IT services etc.)
  • Excellent customer focus / Networking / Relationship Building /Results-driven / Self-organized / Decision making
  • Hands on experience with SAP Basis activities, SAP release upgrades and infrastructure updates for cloud customers
  • Cloud architecture and IT technical infrastructure know-how
  • Technical and application expertise for different cloud solutions (min. HEC & S/4HANA)

=> interesting that HEC is still such present that it is mentioned as minimum requirement or is it a copy&paste issue? :)


Summary of dCEM tasks


  • Primary point of contact for customer during the RISE PCE Onboarding journey.
  • Coordinates system provisioning and communicates with the customer to align project information,requirements, and timelines.
  • a combination of CDM and TSM responsibilities


Detailed dCEM tasks

Assigned & Responsible for the customer during onboarding phase

  • Acts as a customer ambassador for various technical teams
  • Drives service kick-off, collects and validates technical information from the customer
  • Accountable for system build, test, network connectivity, system handover to and acceptance by the customer
  • Escalation management & SAP Experts' orchestration during Provisioning and Onboarding activities
  • Manages the implementation of disaster recovery (if applicable)
  • Actively communicates with the customer through PC3 central mailbox.

Available as team of experts during the Implementation, Go-Live and Operations phases

  • Provides the customer with transparency about the progress and KPIs of the SAP Enterprise Cloud Services via automated regular service review reports
  • Initial point of technical contact for customers/partners
  • Ensures meeting the contractually agreed KPIs, resolution of incidents, escalations, change mgmt. through alignment

IMPORTANT: The PC3 Mailbox is the main channel of communication with Enterprise Cloud Service Private Cloud Customer Centre.


Other roles

IAE : Industry Account Executive

Owns the account relationship, governance across SAP line of businesses and Enterprise Cloud services and is contact for all contract related topics


CAA/PCA : Cloud Advisory Architect

The CAA works alongside SAP IAE to present solution to the customer and supports dCEM + build team during handover to deliver.


CSP : Customer Success Partner

This role is depending on your contract, so if applicable this person is responsible for orchestrate all SAP teams with a customer, conduct regular business reviews and proactively engage with the customer’s stakeholders to provide guidance and expertise.


Source of the information: digital service enablement page


Fun fact

SAP is still searching for CDM and TSM roles (status of the job posting: 12/2024) and parallel is searching for dCEM roles - I'm confused.


Summary

SAP remains true to the motto of change. As soon as the customer gets used to processes, they are "improved" and adapted. Also most of the ECS description will change like the ECS workspace was already renamed to "Private Cloud Workspace". Upcoming articles for further changes:


  • latest updates to PC3 escalation framework
  • proactive maintenance with monthly maintenance windows: spotlight on to CMP (Contractual Maintenance Period) and MRC (Maintenance Readiness Check)

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