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
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
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
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
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
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
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 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
Leadership & Management
Facilitation & Negotiation
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.
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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