Delivery Success Manager

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At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed. 

Position summary

Within  CS&D, we continue to foster an inclusive world-class delivery team that has a laser focus on delivering customer value outcomes, scaling our partner ecosystem, simplifying the go-live experience, & embracing a cloud mindset.  We will achieve this by delivering the right people, assets, content, and offerings to optimize the end-to-end experience and accelerate business value.

 To continue the acceleration of our transformation we must build our objectives around a strong core business where Premium Engagements are expected to continue to deliver the ultimate customer experience while the Consulting business will be centered around RISE, BTP Adoption and Cloud.

Delivery Success will be returning our organization structure from Competency based teams to Industry and customer account based teams to focus more on CLTV(Customer Lifetime Value) and cloud business as of 1st April, 2023. With this transformation, we will be reorganized into several industry and account based teams and we will be hiring Delivery Success Manager for each industry team. One team will be designed to strengthen LoB cloud as well beyond the industries. Details will be announced shortly.

The Delivery Success Manager will take full accountability for our customer's adoption in respective industry by delivering the right assets, content, and offerings to optimize the end-to-end experience on the journey to a successful go-live engagement with our customers.

The Delivery Success Manager is the strategic senior role to lead all Project delivery and Premium engagements for our customers and partners.  Responsible for all activities with our customers to help realize their cloud transformations.  This Senior Leadership role will be responsible for leading and managing a team of highly skilled SAP Practitioners (Project Managers, Technical Quality Managers) while also collaborating a team of expert Consultants, taking ownership of project delivery, assurance and the ultimate go-live. 

RISE with SAP is the core solution and concept for achieving SAP's goals by 2025 (22B cloud sales and No. 1 customer satisfaction).  In order to realize this concept, getting to an uneventful and accelerated go-live stage is crucial.  While the Global Account Director (GAD) leads the company-to-company engagement by leading the Sales pursuits, CS&D Project Management and Premium Engagement resources will support the customer business transformation on behalf of SAP, treating business outcomes as a common agenda on the way to go-live.

The SAP Delivery Teams assist customers (and their ecosystem partners) in delivering quick adoption and time-to-value,  and drive continuous innovation and optimization.  Our expertise, services and support portfolio, intelligent tools and platform encompass more than 45 years of experience in implementing and supporting organizations across 25 industries.

The mission of the CS&D JAPAN Delivery Success function is to drive impactful and sustainable improvements to the CS&D JAPAN business by being at the forefront of managing complex customer situations. This includes successfully resolving customer issues, introducing best practices and championing delivery excellence and adoption, thereby ensuring success for our customers and SAP.

Roles and Responsibilities

• Provide strong leadership and executive engagement to the APJ Region and JAPAN Market Unit to support SAP customers and projects across the Vision-to-Value scope including project escalations, complex customer engagements etc.
• Act as a leader to the JAPAN Delivery teams in performing the Delivery Success Manager role and responsibilities
• Contribute to SAP initiatives for CS&D Delivery including Project Management competencies, Premium Engagement competencies, SAP communities, SAP Activate methodology etc.
• Support SAP CS&D JAPAN delivery governance and quality assurance for critical projects including Top Watch etc.
• Assist APJ and MU leadership with CS&D transformation supporting LACE scope, cloud delivery and other areas of customer engagement
• Actively engage with SAP customers as required for critical projects supporting SAP Project Managers and Technical Quality Managers.

Expectations and Tasks:

This Senior Leadership Role is accountable for driving the regional Delivery function and managing a team of experienced Project Managers and Technical Quality Managers.  The role reports to the Head of Delivery Success, and will work closely with the CS&D Industries, E-CSP and Solutions Leaders in the Market Unit, regional CS&D leadership team, as well as internal and external stakeholders.

1) Leadership

• Understand the SAP and SAP CS&D strategy and communicate a clear vision of the future: discuss, explain and actively promote the vision within own team and to customers
• Align delivery strategy to industry or territory strategy to ensure adoption across segment
• Motivate through example and inspiration: create a positive working environment, establish an atmosphere for open discussions, actively seek for feedback and teamwork.
• Set challenging goals and empower accountability to execute on the mission: derive clear and challenging targets from the overall MU plan, set priorities, encourage people to take initiative, be ready to guide and help when necessary
• Show passion on the job: act as a role model for the team, show authentic behavior, pride and enthusiasm in the own job, demonstrate best practices and encourage team members to share own experiences, celebrate success, promote SAP as a great place to work

2) Delivery Management (including Delivery Excellence & Project Recovery)

• Proactively manage customer stakeholder satisfaction to support business, position and secure customer references and success stories along with a positive Net Promoter Score (NPS)
• Monitor revenue, margin, contribution and dACV, take corrective action to ensure commitments are met. Monitoring profit dilution, correct distribution of revenue and costs, including distributed and undistributed revenue
• Evaluate complex situations accurately and identify viable solutions that create successful and predictable outcomes for their engagements and customers, balancing SAP objectives
• Actively participate in Governance with our Top Customers
• Interface with internal functions and leverage support across the organization (DMO, Controlling, Global Risk and Compliance (GRC), Mission Control Centre (MCC), Premium Engagement (PE) and lines of business (LoB) to ensure visibility and transparency of results and effective implementation of improvement initiatives
• Empower direct reports to manage within their engagement level accountabilities maintaining oversight and acting as an escalation point when issues escalate
• Instill a focus on customer and quality, proactively manages engagement risks
• Understand Partner Management aspects relevant to individual customers and assist with implementation of partner management strategy

3) Operational Excellence & Knowledge Management

• Overall responsibility for tracking and realization of the financial targets and other KPIs
• Drive compliance in utilizing internal tools and adhering to processes to support engagement
• Mandate the use of methods and best practice to support quality outcomes and manage exceptions
• Organize knowledge capturing activities across engagements to ensure retention on high quality intellectual capital for SAP Delivery practices
• Champion the adoption of SAP’s Engagement Management Methodologies, best practices, examples and templates with a “fit to standard” mindset

4) Support Sales and Business Development

• Support Sales to grow their accounts by identifying and sharing opportunities to increase SAP & SAP CS&D’ share of wallet in existing accounts, with a special emphasis on innovation and cloud solutions
• Provide Executive support to the Virtual Account Teams (VAT) across the industry portfolio accounts to define unified account strategy and “OneSAP” deal and delivery execution
• Prioritize delivery resources to support License, Services and Product sales colleagues on large bids and proposals for new business

Requirements:

The ideal candidate would have extensive experience with specific management experience leading change and transformational programs.  You have a strong customer and outcome orientation with a proven track record in delivering results. You will also have prior P&L management experience in a service providing organization.

Key competencies include:

• Transformational Leader: Capable of running a sizeable P&L, and conversant across sales and delivery. Ability to operate at both the strategic and tactical levels, as well as see and articulate the bigger picture. 
• Financial Business Acumen: Experienced in driving the CS&D KPIs of Revenue and Deployed ACV that support SAP’s key objective of increasing CLTV. Understand the financial impact of decisions and actions and make informed decisions to maximize profits and decrease loss.
• Strong, Positive & Motivational leader: Proven management skill of multi-cultural and multinational teams/organizations across in APJ in various domains. Have a demonstrable record of leadership integrity. Must be able to leverage diverse strengths, share knowledge, create and celebrate team’s success.
• Strong Project Management & Executional Excellence: Strong engagement management, relationship building and de-escalation skills. Experienced in Project and Change Management, Process Improvement Analysis and Escalation methodology, with PMP or PgMP certification and /or other industry and project management certifications. Expert level knowledge of SAP methodologies. Ability to consistently achieve results and exceed targets. 
• Customer-Facing Experience & Customer-Centric Mindset: Proven expertise in managing customer escalations, co-innovation engagement and projects. Be comfortable working at the most senior levels of SAP’s client organizations, commonly in or around the boardroom. Have sound knowledge of the SAP market and competition; a strong negotiator who has experience in ensuring customer success and reference - ability as well as supporting profitability targets.
• Strong Network & Collaboration Skills: Have experience of managing effectively in a networked and matrixed team environment. Strong network with SAP market unit colleagues, especially sales, consulting, presales, and P&I to implement scaling process for product adoption.
• Communication & Presentation Skills: Highly skilled in stakeholders’ management and C-Level communications skills. Proven ability to speak to large external audiences on customer conventions.
• Multi-market & Regional/Global Experience: Ability to understand extremely varied cultural and business environments, globally.

Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.  

We win with inclusion
SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.

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Requisition ID: 433524  | Work Area: Consulting and Professional Services  | Expected Travel: 0 - 10%  | Career Status: Management  | Employment Type: Regular Full Time   | Additional Locations:  #LI-Hybrid