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

COMPANY DESCRIPTION

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:

  1. Be accountable for commercial targets Meets own P&L and services revenue targets within a dedicated account

  2. Demonstrate Leadership Provides thought leadership and strategic direction and ensures success of our customers by aligning the customer strategy with IT

  3. 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.

  1. 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

  1. 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

  1. 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

Main Tasks:

  • 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

  • Bid Management

  • Customer Service Management AMS

  • Manage Premium Engagement

  • Delivery Executive

  • Delivery Manager

  • Program Management

  • Project Lead

  • Project Management

  • Project Management in Cloud Projects

  • Manage Delivery of Service Products

  • Project Management in Custom Development Projects

  • Project Management Office

  • QA Review

  • Quality Assurance

  • Quality Management

  • Ramp-Up Coaching

  • Risk Management

  • Steering Board Membership

Business Consulting:

  • Big Deal Support

  • Business Innovation

  • Digital Strategy

  • Digital Transformation

  • Delivery Management

  • Business Transformation Management

Managing:

  • Execution of Strategic Goals

  • Liaison within and outside Services org

  • Partner Management

  • Service & Support Lead

  • Team Lead

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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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