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Recommended Staffing for SAP Commerce Cloud

38 min read

Consider the right resources for your SAP Commerce Cloud project

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 (SMEs) but may also pertain to “specialists” on the project team.

This section will focus on the three main teams:

1. Client Team: The group that owns and is implementing the software

2. Project Team: The group contracted to implement and customize the software.  This can be led by the client, partner or SAP. 

3. SAP Team: The various individuals from SAP who are involved at the various stages of an implementation.

It’s recommended to have an SAP team, such as Customer Experience Success & Services, involved in projects to ensure success, by providing quality assurance and keeping to best practice, to ensure out-of-the-box features are leveraged as much as possible, and to ensure smooth future upgrade paths to take advantage of new product features as they are released.

Table of Contents

Resource Roles 

We are listing out all the roles and their responsibilities when assembling a project team for an SAP Commerce Cloud implementation. 

Role Area Responsibility
Executive Sponsor Oversight/Decision Maker
  • Determining objectives and success criteria
  • Controlling overall budget and schedule
  • Ultimately approving any critical decisions and go/no-go
  • Providing strategic direction & issue resolution
  • Escalation point
  • Attending Steering Committee meetings
Program Manager / Project Manager Responsible
  • Managing budget, IO & staffing
  • Reporting & time tracking regularly
  • Acting as a first-level escalation point
  • Managing release planning
  • Managing resource planning
  • Working with stream leads & regional team managers to manage contributor resources
  • Working with stream leads to assist them in managing scope/content for each release
  • Reporting to the steering committee
Subject Matter Expert Contributors
  • Representing the various areas of business (Business, IT, Operations)
  • Identifying requirements
  • Working with stream leads to provide content
  • Delivering new recommended practices
  • Updating existing recommended practices

Engagement Manager / Delivery Director

Oversight
  • Top level leadership, aligning with client and SAP Service Delivery Manager
  • Accountable for overall implementation delivery
  • Managing overall expectations
  • Handling resource planning and staffing
  • Escalation point
  • Part of the steering committee

Business Analyst / Product Owner

Functional Requirements

  • Gathering the requirements
  • Expert(s) on e-commerce and SAP Commerce Cloud
  • Liaising between business and technical teams
  • Translating requirements into epics and user stories

Solution Architect

Technical Solution

  • Capturing non-functional and technical requirements to build the technical solution
  • Translating the functional and non-functional requirements into data model, design, and code
  • Identifying and solutioning integration points
  • Performing sizing

Account Executive or Solution Sales

Sales - Software

Sales role of SAP Customer Experience solutions portfolio.

Pre-Sales Engineer

Sales

Supporting the Account Executive to determine the size and complexity of a potential project to recommend modules and solution.

Service Sales Executive Sales - Services Providing a proposal for any support services required

Service Delivery Manager

or Engagement Manager

Services

Defining services plan content to deliver consulting services

Stream Leads

Day to Day (optional)

For complex projects with extended scope, Stream leads (Master data, Checkout, Fulfillment, … ) can be named to interact with SMEs and simplify project management.

Business Representative

Day to Day

  • Representing the client, usually on larger projects, an internal, or contract, business analyst who works on requirements with the project PO / BA and internal SMEs
  • Having customer business knowledge
  • Coordinating with other business units on the roadmap 
  • Acting as the single point of contact (SPOC) when project team needs clarification on business requirements
  • Working with the project team business analyst to refine functional requirements per sprint and backlog prioritization
  • Approving sprint acceptance criteria
  • Working with business users to perform post-sprint user testing and user acceptance testing.

Architect

Day to Day

  • Owning the overall technical solution across all systems
  • Assisting in the technical definition of integrations and interfaces
  • Acting as point of contact of the project solution architect on system, integration and interface decisions 

Commerce or eCommerce Manager


SME

  • Providing product lifecycle details (it will depend if the customer is a retailer or a manufacturer)
  • Defining pricing & promotions business rules
  • Defining omni-commerce expected capabilities

Manufacturing / Procurement

SME

  • Providing product lifecycle details (it will depend if the customer is a retailer or a manufacturer)

Marketer

SME

  • Providing detailed requirements as they pertain to marketing needs
  • Onboarding and training to run day to day marketing
CRM SME
  • Providing detailed requirements on customer knowledge needs

Merchandiser

SME

  • Providing detailed requirements as they pertain to merchandising needs
  • Onboarding and training to run day to day merchandising

Finance

SME

  • Providing detailed requirements as they pertain to fraud, financial, and reporting needs

Business Intelligence

SME

  • Providing detailed requirements as they pertain to business intelligence, data, and reporting needs

Operations/Support

SME

  • Providing detailed requirements as they pertain to analytics, IT, SLAs needs

Fulfillment/Inventory

SME

  • Providing detailed requirements as they pertain to logistics needs

Customer Service

SME

  • Providing detailed requirements as they pertain to support needs

Brand management

SME

  • Defining expected user experience on the front-end according to brand guidelines
  • Producing UI screens with digital agency
Data Protection SME
  • Defining detailed requirements as they pertain to data protection.
  • Ensuring the compliance with the data protection policy and regulation

Development Lead  

Day to Day

  • Assisting the architect with some of the overall design activities and sizing
  • Handling code management (branches & merges)
  • Leading the development team
  • Owning overall delivery of code
  • Mentoring and leading the development team
  • Handling peer-to-peer code reviews

Quality Assurance Lead

Day to Day

  • Project testing strategy and quality of code
  • May be responsible for automation or testing framework installation
  • Writing Test Plans and Cases
  • Leading the QA team

Customer Engagement Executive

Account Management

  • Main point of contact for all things related to
    • Licensing
    • Services
    • Maintenance & Support
    • Escalations
    • Events

Technical Consultants

Delivery

  • Providing technical consulting for Success Services Plan

Functional Consultants

Delivery

  • Providing functional consulting for Success Services Plan

System/Network Administrator

Specialist

  • Owning the technical infrastructure
  • Procuring hardware
  • Configuring servers and network

Database Administrator

Specialist

  • Database setup and maintenance

Organizational Change Management

Specialist

  • Overseeing the business transformation of implementing a new solution
  • Creating change plans and communicates to impacted parties
  • Transitioning from change to operations

Test Lead

Day to Day

  • Responsible for execution of System Integration Testing, User Acceptance Testing, performance, and security  

Developer(s)

Day to Day

  • Responsible for three areas of application: core platform, front-end, and integration
  • Responsible for coding of features
  • Bug fixing
  • Writing unit tests

Quality Assurance(s)

Day to Day

  • Writing and executing test cases

Performance Analyst

Specialist

  • Performing performance testing against the system
  • Writing and executes test scripts
  • Including load, stress, capacity, and soak testing

Technical Writer

Specialist

  • Writing documentation for the solution to handover to client

Analytics and Business Intelligence

Optional – May be 3rd party

  • Specialist focusing on Big Data, analytics, and reporting and their corresponding software

Graphic Design

Optional – May be 3rd party

  • Providing graphic content and design

Payment & Risk

Optional – May be 3rd party

  • Assisting with the setup of Payment Integration(s) and Fraud/Risk checking
  • Payment Certification

Search Engine Optimization

Optional – May be 3rd party

  • Specialist optimizing search engine results

UI/UX Designer

Optional – May be 3rd party

  • Role dedicated to user design, experience, and interaction

Security engineer

Specialist

  • Performing security testing and penetration testing
  • It allows trying the overall strength and ability to resist external attacks of the implementation

Operations engineer

Specialist

  • Onboarding towards end of Engineering phase
  • Ability to set up Operations process

On-line Store Manager

Day to Day

  • Onboarding and training to run day to day operations

Operations Manager

Day to Day

  • Onboarding and training to run day to day support & operations

Warehouse Manager & Warehouser/Shipper (Pick/Pack)

Day to Day

  • Onboarding and training to run day to day fulfillment

Training

Specialist (Optional)

  • Supporting role that works with the project team trainer

Accounting/Finance

Day to Day

  • Onboarding and training to run day to day Finance and risk

Content Manager

Day to Day

  • Onboarding and training to run day to day content creation and changes

Pricer

Day to Day

  • Onboarding and training to run day to day price uploads and changes

Purchaser

Day to Day

  • Onboarding and training to run day to day procurement

Translator

Specialist

  • Providing translations for local language specific content

CSR Lead

Customer Service

  • Onboarding and training to lead day to day Customer support

CSR Reps

Customer Service

  • Onboarding and training to perform day to day Customer support

Technical Support

Support& Operations

  • Defining support protocols and SLAs
  • Training on application and first level troubleshooting

Trainer

Specialist

  • Training Client project team on solution
    • Business and Technical
    • Admin tool and cockpits

Data Protection in Project Team Setup

As data protection becomes an important topic, the following subject matter experts from the Client team should be part of the project to provide requirements and guidance regarding data privacy. The Client is responsible and accountable to provide their own resources for the following reasons:

  • Each customer organization has its own specific processes that are affecting data protection and data privacy. The implementation partner or implementation project team does not have visibility on all aspects.
  • When it comes to compliance with the General Data Protection Regulation (GDPR), an expert who fully understands the complexity and stays current on the regulations is required.

    In the majority of cases, compliance with data privacy laws is not a product feature. SAP software supports data privacy by providing security features and specific data-protection-relevant functions such as functions for the simplified blocking and deletion of personal data. 

    SAP does not provide legal advice in any form. The definitions and other terms used in this guide are not taken from any given legal source.

Data Protection Role Responsibility
Data Controller
  • Determining the purpose, conditions, and means of processing the personal data specific to the organization. Examples of the area of responsibility:
    • Which data is needed for which process?
    • How do business partners give their consent for data processing such as contracts, marketing permission?
    • How and how often a data audit is required to ensure compliance?
    • What happens in case of data privacy requests or violations?
Data Processor
  • Processing personal data on behalf of the data controller. Examples of the area of responsibility:
    • Private customer master and transactional data
    • Service agent master and transactional data
    • User authorization and access control logging
    • Employee master and transactional data
Data Subject
  • In data protection context, a data subject is a natural person whose personal data is processed. In SAP Commerce, a natural person can be a consumer or an internal employee. As part of the project, the resource who is fulfilling the role as data controller will perform the personal data mapping.

Project Team - RACI Matrix

RACI Matrix during project phases 

This RACI matrix is an example inspired by a real-life scenario. The main aim of this is to list main tasks and make sure expected RACI is clear and documented between teams.

Phase Activity Type Task Client Team Project Team SAP Team

Prepare

Discovery

Scope and budget definition

AR

C

I

Vendor Selection

AR

C

I

Team setup

AR

C

I

Explore

Organization

Project Structure & Team Building & Kickoff

A

R

CI

Workshop

Defining plan for workshops

C

AR

CI

Documentation

Creation and Delivery of Specifications, Project Backlog (High-Level Requirement List)

C

AR

CI

Architecture

Creation of Solution Architecture and Infrastructure guidelines

C

A

R

Infrastructure

Setup of DEV environment, network, and remote access

A

R

CI

Infrastructure

Commerce Cloud initial setup (staging), Accelerator installation

I

AR

CI

Infrastructure

Set up Software factory (Jira, Wiki, etc.)

I

AR

CI

Realize












Development

Sprint Planning

C

AR

CI

Development

Implementation (configuration, customization & coding) of the solution according to Scope and Sprint Backlog

C

AR

CI

Development

Provide documentation, access, and connectivity to all systems external to the project team that should be interfaced with the solution

AR

C

CI

Testing

Creation of test scripts for automated and technical testing

I

AR

-

Testing

Creation of test scripts for functional testing

AR

C

-

Testing

Provision of testing data for dev and UAT environment

AR

C

-

Development

Regular source code deployment

C

AR

C

Development

Sprint demo

I

AR

CI

Testing

Organization and execution of User Acceptance Testing

AR

I

CI

Testing

Provision of code or documentation corrections where needed

I

AR

CI

Infrastructure

Setup for UAT, network, system integration

AR

C

CI

Training

Training of client users will be achieved during sprint review sessions

R

AR

CI

Deploy

 








Training

Training of client end-users, involved in testing or not

AR

-

CI

Documentation

Creation of Technical Documentation in English

C

AR

CI

Documentation

Translation of Technical Documentation into other languages than English if needed

AR

-

CI

Infrastructure

Setup, configuration, and deployment of productive system or close-to-productive systems that need Load balancers, web servers, cluster for SAP Commerce Cloud andsolr, productive scaled database system, etc.

AR

C

CI

Deployment

Preparing end-user

AR


CI

Deployment

Monitoring PROD

AR

C

CI

Deployment

Code deployment of PRE-PROD and PROD environment (cut-over)

C

AR

CI

Delivery/Go-Live Preparation

Cutover plan and readiness checklist

AR

C

CI

Deployment

Rollout

AR

C

CI

Run

Monitoring


Incident handling

AR

AR

CI

Environment monitoring

AR

AR

C

Continuous functional improvements

Change requests identification

A

R

C

Change requests implementation

C

AR

C

Change requests testing & approval

AR

C

C

Description of RACI Roles

Letter Role Description of Role
R Responsible

Those who do the work to achieve the task. There is at least one role with a participation type of responsible, although others can be delegated to assist in the work required they will be identified as Contributor, not Responsible.

A Accountable The one ultimately answerable for the correct and thorough completion of the deliverable or task, and the one who delegates the work to those responsible. There must be only one accountable specified for each task or deliverable.
C Contributor Those who provide inputs and typically are the subject matter experts; and with whom there is two-way communication.
I Informed Those who are kept up-to-date on progress, often only on completion of the task or deliverable; and with whom there is just one-way communication.

Project Resource Allocation Percentage

Client Team

Identified allocations have the best case scenario. At the very beginning of the project, the client will define the most relevant team setup according to scope and company organization. It means that the roles listed below may not all be involved in a project.

Role Area FTE Prepare

Explore

Realize Deploy Run

Executive Sponsor

IT and Business

1 or more

10%

10%

10%

10%

10%

Project Lead

IT

1

100%

100%

50%

100%

50%

SMEs

Both

1 to many

20%

100%

20%

Depends

Depends

Project Manager

IT

1

100%

100%

50%

100%

50%

Stream Leads

Both

1

100%

100%

100%

100%

0%

Business Representative

Business

1 or 1 per area

20%

100%

50%

100%

20%

Architect

IT

1

20%

100%

100%

100%

100%

Commerce or eCommerce (given the organization)

Business

1

50%

50%

10%

100%

100%

Manufacturing / Procurement

Business

1

20%

100%

20%

50%

20%

Marketer

Business

1

20%

100%

20%

50%

20%

CRM

Business

1

20%

100%

20%

50%

20%

Merchandizer

Business

1

20%

100%

20%

50%

20%

Finance

Business

1

20%

100%

20%

50%

20%

Business Intelligence

Business

1

20%

100%

20%

50%

20%

Operations/Support

Business

1

20%

100%

20%

50%

20%

Fulfillment/Inventory

Business

1

20%

100%

20%

50%

20%

Customer Service

Business

1

20%

100%

20%

50%

20%

Brand Management

Business

1

20%

100%

20%

50%

20%

System/Network Administrator

IT

1

0%

10%

30%

50%

100%

Database Administrator

IT

1

0%

10%

30%

50%

100%

Change Management

IT

1

0%

20%

20%

50%

50%

Developer(s)

IT

1 to many

0%

0%

100%

100%

100%

Test Lead

IT

1

0%

20%

20%

50%

50%

Warehouse Manager & Warehouser/Shipper (Pick/Pack)

Business

1

20%

100%

20%

50%

20%

Training

Business

1

0%

20%

20%

100%

20%

Content Manager

Business

1

0%

30%

30%

30%

30%

Pricer

Business

1

20%

100%

20%

50%

20%

Marketer

Business

1

20%

100%

20%

50%

20%

Merchandizer

Business

1 to many

20%

100%

20%

50%

20%

Translator

Business

1 to many

0%

10%

100%

50%

20%

CSR Lead

Business

1

0%

50%

20%

20%

100%

CSR Reps

Business

1 to many

0%

0%

0%

100%

100%

Technical Support

IT

1 to many

0%

20%

50%

100%

100%

On-line Store Manager

Business

1

20%

20%

50%

100%

100%

Project Team

This recommended allocation is in the best case approach and will need to be adjusted according to context.

Role

FTE

Prepare

Explore

Realize

Deploy

Run

Engagement Manager

1

40%

25%

20%

20%

10%

Project Manager

1

100%

100%

100%

100%

100%

Product Owner / Business Analyst

1

100%

100%

100%

25%

25%

Solution Architect

1

100%

100%

100%

100%

100%

Development Lead

1

10%

50%

100%

100%

50%

Quality Assurance Lead

1

10%

100%

100%

100%

50%

Developer(s)

1 to many

0%

10%

100%

100%

100%

Quality Assurance(s)

1 to many

0%

10%

100%

100%

100%

Performance Analyst

1

0%

0%

25%

50%

25%

Technical Writer

1

0%

0%

25%

50%

25%

Analytics and Business Intelligence

1

25%

75%

10%

50%

25%

Graphic Design

1

25%

75%

10%

50%

25%

Payment & Risk

1

25%

75%

10%

50%

25%

Search Engine Optimization

1

25%

75%

30%

100%

25%

UI/UX Designer

1 to many

0%

100%

100%

50%

10%

SAP Team

This recommended allocation is the best case approach and will need to be adjusted according to context.

Role

FTE

Prepare

Explore

Realize

Deploy

Run

Account Executive or Solution Sales

1

100%

-

-

-

--

Pre-Sales Engineer

1

100%

-

-

-

-

Service Sales Executive

1

5%

5%

5%

5%

5%

Customer Success Manager

1

5%

5%

5%

5%

5%

Service Delivery manager / Engagement Manager

1

20%

20%

20%

20%

20%

Technical Consultant

1 to many

0%

Up to 80%

Up to 100%

Up to 50%

Up to 10%

Functional consultant

1 to many

0%

Up to 80%

Up to 40%

Up to 20%

Up to 20%

Enterprise Architect

1

20%

Up to 100%

Up to 50%

Up to 25%

Up to10%

Conclusion

The resource role recommendation here serves 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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