LAC Head of Customer Services & Delivery (CS&D)

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Join Our Team:

 

As the LAC Regional Head of Customer Services & Delivery (CS&D), you'll be instrumental in steering our CS&D strategy within your designated geography (LAC Region). Your leadership will be pivotal in ensuring the successful delivery of a diverse range of services, spanning from professional services and expert consulting to innovative solutions. We are looking for an individual who can drive customer success, adoption and delivery excellence while maintaining a sharp focus on profitability and employee engagement.

 

What You wil Do: Key Responsibilities:

 

Leadership:

• Understand and communicate the SAP strategy effectively, fostering a clear vision for the future within LAC and among customers.
• Align CS&D strategy with Regional CS&D objectives and promote adoption across all segments.
• Represent SAP and CS&D in internal and external events, partner engagements, and customer interactions.
• Demonstrate strong leadership at both strategic and tactical levels, with a keen understanding of the SAP market and competition.

 

Delivery Excellence and Management:

• Drive executional excellence, consistently achieving results and exceeding targets.
• Champion transparency in overseeing engagements from bid to completion, collaborating closely with various stakeholders.
• Monitor revenue, margin, and contribution closely, taking corrective action as needed to meet commitments.
• Evaluate complex situations accurately, identifying viable solutions that align with SAP objectives.

 

Operational Excellence:

• Ensure transparency and predictability in business operations while upholding the highest standards of integrity and compliance.
• Track and realize financial targets and other key performance indicators (KPIs) at each level of the P&L within the Market Unit.
• Effectively manage workforce resources, including supply, demand, and forecast management.

 

Sales and Business Development:

• Develop a clear Go-to-Market strategy in collaboration with the office of the Operations and Customer Success teams.
• Identify and capitalize on business growth opportunities within Market Units, deploying solutions aligned with customer needs.
• Collaborate with Service Portfolio Management to drive success with new service offerings and delivery models.

 

Team Management, Coaching & Mentoring:

• Execute the people agenda aligned with SAP strategy and CS&D priorities, setting clear team goals linked to Market Unit objectives.
• Monitor team performance, recognizing high performance and rewarding accomplishments.
• Serve as a mentor and advisor to leaders within the Market Unit, providing guidance on corporate politics, client relations, and delivery excellence.

 

What You Bring: Experience & Language Requirements:

 

• Strong strategic thinking and decision-making skills.
• Profound understanding of Digital Transformation and its impact on customer business, particularly within the SAP ecosystem.
• Exceptional communication and networking skills, with the ability to interact effectively with high-level executives.
• Experience managing geographically - expert in the LAC Region and culturally diverse teams.
• Flexibility, integrity, and confidentiality in all aspects of work.
• Proficiency in English, both verbal and written. Spanish and Portuguese highly desirable.
• Ability to simplify complex situations and drive action effectively.
• Strong stakeholder management and in