SAP Support & Service Partner DBS Job in Tokyo, Japan

Requisition ID: 190258

Work Area: Software-Design and Development

Expected Travel: 0 - 40%

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.

Service & Support Partner DBS

The Global Chief Service & Support Partner serves as trusted DBS partner for a dedicated customer managing a sustainable and long-term engagement holistically. The function is accountable for customer success and satisfaction and is to be considered billable and funded via the existing delivery engagements.

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 Global 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

  • Global accountability

Provide the Customer and DBS with a Global coverage of the Regional Engagements, and provide leadership in Global projects for the customer. Is Accountable for all project quality of delivery in all regions

This position has a high level of responsibility and exposure within SAP; the industry and our market leading customer. Thus a senior professional with an entrepreneurial mindset and business acumen is needed for this challenging role.

Be accountable for commercial targets:

  • Is accountable to meet own P&L, drive 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 and actively positions value of such offerings with customer

  • Is accountable for MaxAttention renewals and quality of services delivery plans

  • Renewal of MaxAttention: Ensure 100% renewal rate for MaxAttention

  • Ensure quality of MaxAttention service delivery plans and their alignment to customer value roadmap

  • Drives customer loyalty and satisfaction via successful outcomes and represents DBS – one face to the customer

  • Provides transparency of customer status towards DBS management

Demonstrate Leadership

  • Serves as trusted DBS partner for a dedicated customer, managing a sustainable and long-term engagement holistically in a 1:1 relationship

  • Strategically develops the customer along the defined value based innovation roadmap and creates and positions thought leadership relevant to the customer’s industry:

  • Is accountable to identify cross and upsell opportunities within existing customer engagements along the innovation strategy of the customer

  • Is responsible to drive the adoption of the value based innovation roadmap as well as of SAP solutions and guides the customer in their journey.

  • Coordinates all SAP deliveries in service & support of an identified roadmap which is aligned with the customer

  • Balances between technological expertise and value management

  • Entails significant autonomy and collaboration with C-level customers and their direct reports 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.

  • Is the escalation point for all issues with regards to the Service & Support engagements

  • Works effectively across the SAP enterprise to improve communication and understand the SAP portfolio in detail.

  • Aligns and partners with GCO in identifying, developing and reviewing proposals for expanding SAP’s footprint (license, subscription and services) and collaborating 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

  • Is responsible for After-Sales lifecycle and relationship with the customer, including Maintenance and Renewal

  • Leads the embedded Service & Support team (PM, EA, TQM) and sets 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

  • Is to make sure what was sold gets delivered (in time & quality), the revenue gets consumed, software utilized and the profitability is managed.

  • Orchestrates delivery for Cloud LOB Solutions

  • Acts a single customer contact point for all Lines of Service delivery, including subscription and maintenance support

  • Principally acts as owner of the customer relationships for DBS Line of Business

Main Tasks:

  • Actively manages the account P&L, driving revenue growth and revenue consumption

  • Defines and manages 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 executive-level relationships with key customer stakeholders (LOB and IT)

  • Serves as a senior 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 large, strategic proposals and tenders

  • Proposes investment areas and controls approved investment budget

  • 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 selects and manages the entire Front Office Team in all regions (program manager, project manager, TQM, EA,…).

  • Defines and agrees on governance model with customer and regional front office teams

  • Orchestrates and actively participates in the governance cadence with customer

  • Ensures contractual obligations are met across Services, Subscription and Maintenance contracts

  • Identifies recurring themes related to escalation management and plans to address these findings

Expert Responsibilities:

  • Is recognized as a thought leader by customer and SAP and enables simplicity

  • Contributes as an expert to a technology or business related community

  • Actively supports knowledge management activities

  • Mentors less experienced colleagues

Competencies and Skills:

  • Entrepreneurial mindset and highly developed business acumen (DBS P&L knowledge)

  • Experience in several industries and the industry the customer belongs to (core processes and trends of the industry)

  • Experience in Value Management and Realization

  • Demonstrates ability to sell and lead delivery of large engagements

  • Knowledge of the strategic and operational issues of engagement management, program management and project management.

  • Demonstrated 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 high political sensitivity and conflicting interests.

  • Strong writing, mentoring, decision making, communication, and meeting facilitation skills; ability to utilize a combination of formal authority and persuasion skill sets.

  • CxO level communication skills / senior stakeholder management

  • Ability to train, mentor and develop the Front-office embedded teams in engagement management methodologies and their application.

  • 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.

  • Exceptional 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 executive 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


  • Execution of Strategic Goals

  • Liaison within and outside Services org

  • Partner Management

  • Service & Support Lead

  • Team Lead

Functional Experience

  • 15 years of transformational program management across large, complex programs which include P&L management of large engagements

  • Proven experience in successfully leading cross functional teams without authority / in a matrix

  • Proven experience with engaging C-level customers

  • Proven to successfully operate and align across internal and external stakeholders on various levels

  • Project Management experience needed

  • Strong IT/Software industry background is an advantage

International Experience

  • International experience required

  • Experience with Global projects required

  • Strong stakeholder management and influencing skills

  • Adequate experience in managing customers, partners as well as internal resources

  • Management experience of medium to large size and multilayered teams is desirable

  • Management of remote resources and strong interdisciplinary orientation

  • Cultural awareness and experience working across different cultures and nationalities

  • Strong interpersonal skills with advanced networking capabilities and business development skills

  • Strong leadership and people management skills are desirable

SAP Specific Expertise

  • Overall SAP Corporate Strategy and SAP Product Strategy Knowledge

  • Overall SAP Service & Support offerings

  • Knowledge of the latest SAP Strategy (for example 2015 Digital Transformation Whitepaper) and SAP DBS Strategy and their related pillars including the capability to discuss this with the customer

SAP Product Knowledge. Advanced knowledge of:

  • SAP Product Portfolio (on premise and cloud solutions, S/4HANA) / SAP standard solution and service offerings

  • SAP Next Generation solutions and services (e.g. S/4HANA, Fiori (Mobility, UX), Cloud)

  • Industry Solutions (in related Practice area)

Soft Skills . Highest level of

  • Stakeholder management and influencing skills

  • C Level Communication & Presentation

  • Meeting Moderation

  • Leadership & Management

  • Facilitation & Negotiation


  • English: Fluent

  • Japanese: Fluency in Japanese is a distinct advantage


  • Required university degree, preferably in commerce, engineering, information technologies or equivalent training and job experience.

  • Master’s degree, preferably in commerce, engineering, information technologies or MBA an asset.


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 .


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.

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