Application Service Manager

4 weeks ago

North Sydney, Australia SAP Full time

**We help the world run better**

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. 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.

**Summary & Role Information**:
We are seeking a motivated and dynamic professional to join our team as a Application Service Manager (ASM). The ASM will play a crucial role in driving customer engagement, promoting service excellence, and upselling CAS offerings. This professional will also be responsible for managing the CAS engagement across the customer lifecycle and ensuring successful service delivery in line with customer expectations and satisfaction.

As an Application Service Manager you will:

- Be responsible for ensuring that the services provided to customers meet the highest standards of quality. You will work to create a seamless and efficient customer experience by coordinating various aspects of the engagement. (Promote service quality excellence and one-stop CAS experience)
- Continuously look for ways to optimize and improve the services provided to customers. You will proactively identify & engage areas for innovation and adoption of new technologies or methodologies that can enhance the customer experience through SAP solution and/or services. (Point out proactively optimization, innovation, adoption and potential improvements to customer)
- Play a key role in driving customer engagement and (upselling) CAS Offerings. They will work proactively to identify opportunities for cross-selling and up-selling, collaborating with other teams to expand the customer's use of SAP's Portfolio & Services. (Driving CAS engagement as a trailblazer and up-sell SAP’s products and service portfolio)
- Be responsible for ensuring the successful execution of the CAS engagement, including meeting margin and revenue targets, exceeding customer expectations, and achieving high levels of customer satisfaction. (Executing the service successfully)
- Collaborate closely with other SAP stakeholders, including those involved in ECS, MaxAtt and Preffered Success contracts or any active service contract to the customer, to ensure alignment and coordination across all aspects of the customer engagement. (Be aligned with other SAP stakeholders and current contracts)
- Be the central role in orchestrating communication throughout the entire engagement, ensuring that all stakeholders are informed and engaged. (Orchestrate communication end-to-end in the engagement)
- Oversee & Lead the entire customer lifecycle, including transition, onboarding, stabilization, operations, and offboarding. You will be responsible for managing the budget, ensuring service quality, and driving growth throughout the engagement. (Managing the CAS engagement across the customer lifecycle)
- Be responsible for creating and maintaining the operations manual to ensure consistency and efficiency in service delivery. (Operations Manual Creation & Maintenance)

**Experience (Role Requirements)**:

- Bachelor's degree in IT & Business Management, Engineerings or a related field
- 8+ years of experience in customer account services, relationship management, or a similar role
- 8+ years of hands on experience in at least one SAP Solution Area(e.g - S/4 Hana - FI, MM, SuccessFactors, BTP )
- Solid Knowledge in SAP Porfolio & Offerings
- Excellent documentation, communication, facilitation and interpersonal skills - Proven track record of driving customer engagement
- Strong understanding of operational and financial metrics
- Ability to manage multiple priorities and work effectively in a fast-paced environment
- Experience in creating and maintaining service plans and operations manuals
- Team motivation, availability to join global team meetings and to actively collaborate on global initiatives
- Experience working with diverse teams

**Bring out your best**

**We win with inclusion**

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone - regardless of background - feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.

**EOE AA M/F/Vet/Disability**:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pre

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