Senior Service Delivery Manager: Strategic customers / strategic engagements

We help the world run better

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.Apply now! 

 

*This role must have UK based experience and applications can only be considered for candidates with a UK "Right to Work" status*

 

What you’ll do

PREMIUM ENGAGEMENTS UKI

 

As part of the Customer Success Services organisation at SAP, Premium Engagements offerings provide a holistic, strategic partnership between SAP and our key strategic customers. Our services are a catalyst for our customers’ unique digital transformation, enabling differentiating innovation and exceptional business outcomes.

Our Principal Service Delivery Managers lead our most prestigious FTSE 100 customer engagements and develop long term trusted relationships with the respective executive stakeholders.

 

YOUR FUTURE ROLE

 

Being a cloud company, SAP places great value on Customer Success.

 

In your role you will:

• Be accountable to define and drive a multi-year engagement(s), with an end to end view of your customer’s priorities and SAP’s commitment to achieve them

• Own the alignment of the business vision and the creation of a trusted strategic relationship that delivers short term results whilst at the same time building a sustainable medium-term engagement (3-5years) and a best-in-class/suitable engagement and governance

• Elevate the client relationship through enhanced partnership, and end to end account management to achieve expectations and drive long term incremental commitment and profitable revenues.

• You will help ensure appropriate interpretation and execution of SAP’s Global strategy at your customer working as part of a wider SAP account team including both Licence and Services

• Assume a leadership role responsible for delivering business results through effective management of a delivery team gearing on-site and remote resources

• Ultimately responsible for the delivery of SAP’s Services engagement at the account, coordinating and aligning strategy, planning and execution with other stakeholders from SAP

• Achieve the team’s goals, with strong focus on renewal, expansion, adoption and reference goals

• Actively get involved to support customers at risk, showcasing experience and commitment to both internal and external stakeholders

• Contribute to professional development of members of your team, through coaching and mentoring as well as providing feedback to respective line managers

 

What you bring

• Extensive Customer facing and C-Level stakeholder management experience

• Knowledge of and competency in delivery management processes

• Excellent understanding of SAP solutions or other large Cloud/ERP applications

• Highly developed business acumen

• Liaison and consultative skills: negotiating skills within a context of high political sensitivity and conflicting interests

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

• Strong 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, partners, peers and team members

• Self-starter attitude, being inspiring and motivating when working with SAP teams and / or customers

• Strong problem-solving abilities & out-of-the box thinking

• Understanding of IT trends and their impact on business strategies (e.g. Cloud and Hyperscalers)

• Cloud Mindset

• Proven ability to identify Customer opportunities and convert them into customer strategic plans

• Extensive experience as a leadership / team lead role

• Experience managing revenue and margin for your engagements

 

Meet the team

SAP Premium Engagements helps build trusted relationships between SAP and our customers to unlock a new world of digital innovation, customer value, and sustainable growth.

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