Strategic Business Engagement Lead
hace 22 horas
At SAP, we empower individuals to drive business success. Our company culture is centered around collaboration and a shared commitment to delivering exceptional value to our clients. We focus on building strong relationships, fostering innovation, and creating a workplace that values diversity, flexibility, and continuous learning.
About the TeamOur Customer Delivery Engagement (CDE) organization is the global team within SAP Enterprise Cloud Services, responsible for overseeing all aspects of customer engagement from point of sale to the entire lifecycle. We provide commercial, project, and technical operations expertise, delivering fixed-scope, proactive, and outcome-based services across the entire SAP software stack to our RISE customers.
We combine all customer-facing roles inside ECS and present SAP as "One Voice" through coordinated communication at all levels to our clients, internal and external stakeholders. We are dedicated to customer-centricity, client intimacy, and support of client lifecycle management. We create a stable foundation for our customers' IT operations and support them on their digital transformation journey to the intelligent enterprise based on S4/HANA. With continuous access to our expertise and the broader SAP expert network, our customers can take advantage of the latest technologies to support continuous business innovation. SAP CDE helps customers accelerate their innovation adoption, delivering the flexibility to adapt to business changes, rapidly implement technologies, and standardize and optimize operations of SAP-centric solutions. The mission of the CDE Organization is to maximize customer success by helping to manage complexity, ensure stable operations, mitigate risk, and lower total cost of operation, support customers on their journey to the intelligent enterprise powered by S4/HANA, and release investment as well as customer resource capacity for innovation.
About the RoleOur Strategic Business Engagement Leads work in close collaboration with Technical and Project teams to serve our customers and provide quality remote and on-site services and activities tailored to fit the customers' needs and complexity. After initial contract execution, the Lead assumes end-to-end accountability of the engagement and is responsible for the delivery and performance of the contracted ECS services. They act as partly onsite trusted advisors who grow the business by developing and supporting growth of the client relationship for SAP ECS. The Lead cooperates closely with customers' technology and business stakeholders and is the voice of the client within SAP, recognized as the escalation point for all issues regarding the ECS engagement while cooperatively planning and coordinating ECS-related requests. The Lead is also in contact with customers' Management/C-Level and acts as trusted advisors who grow the business by driving the client's digital transformation and generating higher customer value. The Lead shares monthly/quarterly reporting on Service Level with the customer and advises on new services or other developments within SAP Enterprise Cloud Services that increase business value for the customer. The role has variations depending on the customer's contract type.
The Key Responsibilities include:
Developing strategic engagements with clients to establish client focus on the core services delivered;
Increasing client trusted advisor relationships with executives and key stakeholders;
Accountability as single orchestrator for end-to-end delivery;
Setting up engagements, managing all engagement delivery lifecycle phases after contract signature (on-boarding, transition, stabilization, operations, off-boarding);
Ensuring operational excellence on contract administration supported by ECS functions (profitability reporting, balance sheet, invoicing, credits, penalties etc.);
Creating and maintaining service plans for each customer to proactively manage operational risk and ensure customer adherence to save on costs resulting from unforeseen outages;
Identifying service improvements and delivery opportunities and realizing value for the client;
Tracking and reporting on business growth and upsell throughout the entire engagement lifecycle;
Estimated Salary: $120,000 - $150,000 per annum.
What You BringA Bachelor's degree required; advanced degree preferred in Business Administration, Computer Science, Technical Engineering, Economics or related field. SAP Basis, technology, and/or functional knowledge are very important. Technical infrastructure know-how and technical understanding of virtualized system landscapes is critical for this role. Strong ability to translate between technical and non-technical audience with confidence. Strong engagement management, relationship building, and de-escalation skills. Excellent presentation, communication, and moderator skills. High competency in multi-tasking and ability to manage multiple engagements in parallel. Accustomed to working in an international and global virtual matrix organization. Experienced in the area of IT service providers and managing outsourcing engagements. Understanding of SAP's cloud business, cloud and hybrid infrastructure, and cloud operation processes. High proficiency in English and Spanish. Additional languages are a big plus. Knowledge and certifications in standards and methodologies for SAP IT operations (e.g. SAP COE, ITIL V4 Foundation or Expert Level, Run SAP standards, Solution Manager ALM) are beneficial. Certification in project management methodology (e.g. PMP) is beneficial. Work Experience: 4+ years' experience in project management or SAP Operations. 4+ years' experience in a customer-facing role. 8+ years' experience in SAP Basis and/or infrastructure operation/development is preferred/desirable.
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