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Customer Success & Delivery (CS&D) FLM Leader is responsible for implementing the agreed CS&D strategy for their geographies. They have overall accountability for managing a wide spectrum of services delivery ranging from expert consulting to innovation services and solutions. This leader emphasizes customer success and delivery excellence while achieving P&L results (revenue and margin) and maintaining employee trust and engagement.
This leader represents the CS&D organization in customer interactions, focusing on partner ecosystem, public events, and SAP-internal activities within their geography.
The successful leader understands SAP strategy and transforms it into an actionable plan, organizing and inspiring their organization to execute the strategy. They actively drive Clean Core for customers and rally around the AI agenda in line with SAP strategy.
The leader has overall accountability for their delivery portfolio performance month-on-month, year-on-year, ensuring that all Key Performance Indicators (KPIs) are understood and cascaded down to their teams. They track and manage these in accordance with the established governance framework and cadence, working with their team to define and drive improvement initiatives when targets are at risk.
A competent and recognized people manager, they coach and develop their team to reach their full potential.
Key Areas of Responsibilities and Tasks Leadership Understand the SAP strategy and communicate a clear vision of the future. Align the CS&D strategy to their geography and drive adoption across all segments. Represent SAP and CS&D in internal and external events. Strong leader at both strategic and tactical levels. Sound knowledge of the SAP market and competition; strong negotiator ensuring customer success. Solid understanding of the operational and financial aspects of running a services business. Create trusted relationships with strategic customers and partners. Solid understanding of the innovation technologies landscape and trends. Delivery Excellence and Management Ability to consistently achieve results and exceed targets. Champion an environment of transparency across all engagements. Understanding of SAP implementation principles in different methodologies. Monitor geographies revenue, margin, and contribution, taking corrective action as needed. Evaluate complex situations accurately and identify viable solutions. Operational Excellence Ensure transparency and predictability of the business. Maintain highest standards of business integrity and compliance. Ensure tracking and realization of financial targets and KPIs. Effective resource planning and allocation across accounts. Understand Partner Management aspects relevant to their geography. Sales and Business Development Work on a clear Go-to-Market strategy for the geography. Grow the business with Customer Success teams by identifying opportunities. Collaborate with Service Portfolio Management to drive success of new service offerings. Team Management, Coaching & Mentoring Develop and execute the people agenda aligned with SAP strategy. Set clear team goals linked to geography goals. Monitor team performance and report on metrics. Recognize high performance and reward accomplishments. Serve as mentor/advisor to leaders within geography. Competencies & Skills/SAP Values In-depth understanding of SAP's strategy and market position. Strong strategic thinking and decision-making skills. Profound understanding of Digital Transformation. Demonstrate a high level of maturity and self-confidence. Outstanding communication and networking skills. Experience managing a geographically and culturally diverse team. Excellent verbal and written language skills in English. Experience & Language Requirements Strong stakeholder management and influencing skills. Proven experience in successfully leading cross-functional teams. Experience in managing a diverse and territorially distributed team. 10 years of relevant experience in a professional services organization. Languages English: Fluent Education Bachelor degree or equivalent work experience. MBA highly desirable. We build breakthroughs together SAP innovations help more than 400,000 customers worldwide work together more efficiently. SAP has evolved to become a market leader in end-to-end business application software. We are purpose-driven and future-focused, with a highly collaborative team ethic.
We win with inclusion SAP's culture of inclusion and flexible working models help ensure that everyone feels included. SAP is proud to be an equal opportunity workplace.
EOE AA M/F/Vet/Disability: Qualified applicants will receive consideration for employment without regard to their background.
Requisition ID: 390162 | Work Area: Education and Training | Expected Travel: 0 - 10% | Career Status: Management | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.
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