SAP Service & Support Partner Job in Hanoi, Vietnam
Requisition ID: 181978
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.
SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.
Key Areas of Responsibility:
SAP’s Strategic Customer Program (SCP) includes our 25 largest accounts globally. Through a collaborative engagement model and top executive attention, SCP accounts engage in a balanced, sustainable partnership for future growth, delivering innovation while lowering time to value.
Following the license sales customer segmentation, DBS enhances SCP account definition with DBS specifics, creating a subset called “Important SCP accounts”. Those accounts are classified based on 3 characteristics:
A) Top maintenance payer
B) ONE Service account
C) Premium Engagement Customer
These accounts are at the leading edge of adoption and co-innovation, embarking on a digital transformation journey. In order to drive this journey, SAP DBS requires a trusted advisor and partner, that has the following objectives:
Be accountable for commercial targets Meets own P&L and services revenue targets within a dedicated account
Demonstrate Leadership Provides thought leadership and strategic direction and ensures success of our customers by aligning the customer strategy with IT
Ensure Project Delivery: Leads engagements to go-live and beyond, developing a holistic understanding of the customer’s environment, current state and goals, industry challenges and key business drivers
This position has a high level of responsibility and exposure within SAP; the industry and our market leading customer. Thus a professional with an entrepreneurial mindset and business acumen is needed for this challenging role.
- Be accountable for commercial targets:
Is accountable to meet own account-related P&L, supports overall customer revenue consumption (from all lines of services) and margin (bid and incoming margin)
Identifies customer problems and pain points that can be addressed through MaxAttention/Active Embedded offerings including value assurance packages
Is accountable for MaxAttention renewals and quality of services delivery plans
Drives customer loyalty and satisfaction
Provides transparency of customer status towards DBS market unit management
- Demonstrate Leadership
Serves as trusted DBS partner for a dedicated customer, managing a sustainable and long-term engagement starting with customers not necessary in the “important SCP account” segment in a 1:1 relationship (1:n also possible)
Strongly supports the development of the customer along the defined value based innovation roadmap together with the Business Transformation Lead and corresponding Solution Architects:
Is accountable to identify cross and upsell opportunities within existing customer engagements along the innovation strategy of the customer
Supports the adoption of the value based innovation roadmap as well as of SAP solutions
Coordinates all SAP deliveries in service & support of an identified roadmap which is aligned with the customer
Starts a strong collaboration with the customer (ideally on C-level) as well as with SAP Global Account Directors, Project Managers, Licensing team, Account executives, Regional Leads, Architects, and SAM to drive the customer adoption strategy
Acts as escalation point for all issues with regards to the Service & Support engagements
Collaborates with GCO in identifying, developing and reviewing proposals for expanding SAP’s footprint (license, subscription and services) and to preserve maintenance revenue streams
Ensures an early involvement in the customer sales cycle to ensure a proper attach and the positioning of PE and further strategic DBS topics
Strongly collaborates with the embedded Service & Support team (PM, EA, TQM) and jointly defines the strategic objectives for the engagement
Is accountable for contractual obligations for Services, Subscription and Maintenance
- Ensures Project Delivery
Is responsible for the end-to-end delivery of services & support
Ensures project delivery in time & quality, that the revenue gets consumed, software utilized and the profitability is managed
Acts a single customer contact point for all Lines of Service delivery (incl. delivery for cloud LoB solutions), including subscription and maintenance support
Principally acts as owner of the customer relationships for DBS Line of Business
Manages the account P&L
Supports the definition and management of the strategic development and direction of the customer by jointly establishing the customer’s innovation roadmap
Making the customer “reference-able”, i.e. ensuring the customer becomes an official reference
Ensures the adoption of the value based innovation roadmap
Establishes and actively manages relationships with key customer stakeholders (LOB and IT)
Serves as point of contact for the customer to simplify the experience, mitigate risks and resolve high profile project, support and contract escalations and questions.
Oversees the development of proposals and tenders
Establishes trusted advisor status with strategic customers
Manages “business outcomes” based on customer business KPIs
Ensures on-time and on-budget delivery and appropriate project & risk management
Actively collaborates with the entire Front Office Team (program manager, project manager, TQM, EA,…).
Defines and agrees on governance model with customer and front office team
Orchestrates and participates in the governance cadence with customer
Ensures contractual obligations are met across Services, Subscription and Maintenance contracts Competencies and Skills:
Entrepreneurial mindset (DBS P&L knowledge)
Experience in 1 or more industries and the industry the customer belongs to (core processes and trends of the industry)
Experience in Value Management and Realization
Experience to sell and deliver customer engagements
Knowledge of the strategic and operational issues of engagement management, program management and project management.
Ability in managing internal and external client expectations on program requirements and deliverables
Strong knowledge of SAP’s Digital Transformation Strategy, our Service and Support offerings (e.g. Premium Engagement, Max Attention, Value Assurance Packages)
Liaison and consultative skills: negotiating skills within a context of political sensitivity and conflicting interests.
Strong writing, communication, and meeting facilitation skills; ability to utilize a combination of formal authority and persuasion skill sets.
Senior stakeholder management
Proficiency in key program management knowledge areas of Program Management Lifecycle, Benefits Management (Value Management), Program Governance, Stakeholder Management
Knowledge and competency in program management related areas of Knowledge Management, Portfolio Management, Organizational Change Management,
Adaptability and flexibility to manage deadline pressure, ambiguity and change.
Leadership, organizational and interpersonal skills; the ability to work well with people from different disciplines with varying degrees of technical experience; competence in clear concise and tactful communication with senior management, clients, peers and team members. Project Management Services:
Agile Project Management
Customer Service Management AMS
Manage Premium Engagement
Project Management in Cloud Projects
Manage Delivery of Service Products
Project Management in Custom Development Projects
Project Management Office
Steering Board Membership
Big Deal Support
Business Transformation Management
Execution of Strategic Goals
Liaison within and outside Services org
Service & Support Lead
WHAT YOU GET FROM US
Success is what you make it. At SAP, we help you make it your own.A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now .
SAP'S DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.
SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you 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 (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com , APJ: Careers.APJ@sap.com , EMEA: Careers@sap.com ).
Successful candidates might be required to undergo a background verification with an external vendor.
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