Recommended Roles in SAP Service Cloud Implementations
9 min read
Overview

Gain a quick understanding of recommended roles and their tasks within SAP Service Cloud implementations.
Table of Contents
Introduction
The following article will provide insight into typical project roles required for SAP Service Cloud implementations. For larger projects, roles may be filled by one or more people, where for smaller projects, one person may fill multiple roles. This is most applicable to Subject Matter Experts (SME) but may also be applied to “Specialists” on the project team.
The below section will depict the roles that pertain to one of the three main teams:
- Client Team: The group that owns the software and is implementing
it.
- Project Team: The group contracted to implement and customize the
software.
- SAP Account Team: We recommend to keep the SAP Account team, such as Customer Success Manager and Customer Engagement Executive updated with the ongoing implementation. Customer Success Managers can plan and coordinate the delivery of relevant proactive support checks and enablement offerings as part of the customer’s support engagement plan. Driving close collaboration with implementation partners during the launch phase facilitates successful handover to support. Close alignment with Customer Engagement Executives ensure that customer’s product feedback is considered in the future direction of the solution.
Roles and Responsibilities
Role | Area | Responsibility |
---|---|---|
Executive Sponsor |
Oversight/Decision Maker |
|
Program Manager/Project Manager |
Responsible |
|
Engagement Manager/Delivery Director |
Engagement Manager/Delivery Director |
|
Account Executive/Solution Sales |
Sales - Software |
|
Pre-Sales Engineer |
Sales |
|
Service Sales Executive |
Sales - Services |
|
Service Delivery Manager or Engagement Manager |
Services |
|
Customer Engagement Executive |
Account Management |
|
Customer Success Manager |
Account Management |
|
Subject Matter Expert (SME) |
Contributors |
|
Business Analyst/Product Owner |
Functional Requirements |
|
Solution Architect |
Technical Solution |
|
Stream Leads |
Day to Day |
|
Business Representative |
Day to Day |
|
Data Protection | Day to Day |
|
Technical Lead | Delivery |
|
Technical Consultants | Delivery |
|
Functional Lead | Delivery |
|
Functional Consultants | Delivery |
|
Integration Lead | Delivery |
|
Integration Consultant | Delivery |
|
Organizational Change Management |
Specialist |
|
Test Lead | Day to Day |
|
Quality Assurance | Day to Day |
|
Trainer | Day to Day |
|
System Administrators | Day to Day |
|
Conclusion
The resource role recommendations here serve as a guideline. Depending on the organization and the complexity of the project, some roles may not be applicable or in certain cases, additional roles that are not listed here are required. In a larger program that includes multiple solution implementation projects, some of these roles can be shared. You can refer to Overall SAP Customer Experience solutions Project Framework for information.
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