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This role focuses on driving business development and leading services engagement with customers across the region for CIS- Customer Innovation Services. Job involves driving innovation solutioning, scoping, planning, approvals for CSD (Custom Software Development) and CSE (Cloud Application Extension). Emphasis will be on all cloud focused innovation with a heavy focus on custom Gen AI, delivering differentiated innovations for our customers leveraging SAP BTP. Services Engagement expert ill work closely with CS Software & Services Sales and Service Delivery leadership in ANZ market unit.

This is re-introduction of IBSO engagement manager role which existed in the past. This role is focused on ANZ, but part of a regional team.

In addition, post sales, services engagement expert engages with customers & service delivery teams to ensure seamless end-to-end service delivery.

Core tasks:

• Understanding the customers business goals and spot opportunities to introduce CSD, CAE

• Support sales pursuits with end-to-end service proposals, driving internal approvals from all internal approvers (regional and global, as needed)

• Determine Engagement Setup, Strategy & Governance

• Customer Stakeholder Management, including c-level interactions.

• Engagement Development, Management & Planning of services to be delivered (establish an Engagement Roadmap with detailed KPIs)

• Management of commercial aspects of engagements for customer satisfaction, and references

• Accountability for financial aspects of the customer engagement including forecast accuracy, revenue achievement, run rate, and margin.

• Engagement Delivery: Definition and Coordination of services to be delivered via SAP-Organization (e.g., CIS Delivery.), including resource management & governance.

• Anticipation and identification of risks and top issues, including mitigation planning.

• Escalation Management for critical situations

• Documentation and reporting of engagement status.

• SAP Internal Stakeholder Management

Key Responsibilities and Tasks:

CSD and CAE services will act as strategic RISE with SAP enabler, delivering differentiated innovations for our customers leveraging SAP BTP. Hence the role of services engagement expert is critical to SAPs success in marketplace.

Customer Understanding and Opportunity closure

• Analyse current customer situation, maturity of SAP solutions

• Understand the strategic direction of the customer and the industry sector the customer is operating in

• Watch SAP innovation, the market and technology development to identify innovation potential for the customer.

• Craft value-based proposal with extended team for service offering and win service contract.

Engagement Setup

• Align and refine the scope of the engagement with the customer.

• Define and agree with customer on engagement roadmap, innovation roadmap, adoption targets, engagement focus areas, and high-level delivery plan

• Drive agreement on goals and Key Performance Indicators (KPI) for the engagement with the customer

• Define initial action and service delivery plan with the customer as the starting point for the engagement.

Engagement Governance

• Align with account team to define and position collaborative service offerings from SAP.

• Align with other internal stakeholders as required.

• Facilitate executive meetings, provides an overview of the engagement contribution to demonstrate the value delivered.

• Manage engagement performance regarding delivery standards and KPI

Engagement Development

• Within own area of responsibility identify opportunities at the customer and create a value proposition

• Drive customer retention and service engagement renewals

• Drive positioning of SAP's strategic initiatives and focus topics to the customer

Customer Relationship Management

• Establish a trusted relationship with customer.

• Own the communication for all engagement related topics between the customer's organization and SAP during the engagement lifecycle.

• Capture customer experience (reference calls, videos, success stories, etc.)

Engagement Management and Planning

• Own and manage the customer entitlement while adhering to entitlement or contract guidelines.

• Know relevant SAP service delivery portfolio for accelerating adoption and maximizing the customer value whilst supporting SAP delivery efficiency.

• Define and align a long-term engagement plan based on customers projects and top issues.

Anticipation and Identification of Risks and Top Issues

• Identify and assess potential issues and risks related to services and solutions, and associated business processes and customer initiatives.

• Provide advice on issue resolution or risk mitigation.

• Create an action plan for root-cause analysis and resolution of the customer's issues and top issues.

• Prepare executive briefing to provide background and status on high profile customer top issue(s)

Escalation Management for Critical Situations

• Understand and judge importance of all issues raised, and recommendations given to the customer.

• Condense issues to top issues and ensure resolution thereof according to engagement deliverables.

• Escalate and manage critical situations to SAP and customer top management when required.

• Identify churn or maintenance at risk situations and coordinate measures to reestablish customer's trust in SAP.

Engagement Delivery

• Manage execution of the engagement plan by aligning, scheduling, scoping, ordering, and supporting the delivery of Customer Innovation services

• Follow up service deliveries to ensure value realization and visibility of value delivered to customer.

Documentation and Reporting of Engagement Status, Action, and Value

• Regularly report the status of engagement deliverables, accomplishments, and value to the customer

• Ensure up-to-date customer information and status is captured in respective systems

Internal Feedback

• Leverage existing channels to provide input to the SAP organization to optimize solutions or offerings.

• Provide feedback to processes and highlight improvement potential for SAP engagements.

Experience and Educational Requirements:

• Can effectively resolve or drive resolution in a structured manner for problems that require the creation of new and innovative approaches.

• Understands enterprises of larger size and their solution landscape and contributes to the solution of critical customer issues.

• Has a very good understanding of the SAP technology, solutions, and services

• Has an excellent understanding of SAP tools and processes.

• Has an advanced understanding of cloud delivery principles and methodologies,

• Bachelors degree in computer science, Science, Mathematics, Engineering, or similar & minimum of 15 years of experience in service delivery and presales.

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

SAPs 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 and more equitable world.

SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com

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EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 402462 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.