Senior Business Process Manager

1 week ago

North Sydney Council, Australia SAP Full time

SAP Cloud Application Services (CAS) empowers organizations to achieve business excellence by providing a wide range of services for managing business process and application logic, data layers, application security, software releases, performance, integrations, and adoption acceleration through subscription. Our application experts are engaged across the customer lifecycle to understand customer needs, helping to define and scope elements and outcomes aiming delivery of service excellence.

We seek an experienced Senior Business Process Manager to join our team. The ideal candidate 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.

Key responsibilities include:

  • Ensuring services provided to customers meet the highest standards of quality by coordinating various aspects of the engagement.
  • Continuously looking for ways to optimize and improve services provided to customers by proactively identifying areas for innovation and adoption of new technologies or methodologies that can enhance the customer experience through SAP solutions and/or services.
  • Creating and maintaining a success service plan outlining resources, activities, and timelines required to deliver the service successfully.
  • Driving customer engagement and upselling CAS offerings by identifying opportunities for cross-selling and up-selling and collaborating with other teams to expand the customer's use of SAP's portfolio and services.
  • Ensuring successful execution of the CAS engagement, including meeting margin and revenue targets, exceeding customer expectations, and achieving high levels of customer satisfaction.
  • Collaborating closely with other SAP stakeholders to ensure alignment and coordination across all aspects of the customer engagement.
  • Orchestrating communication throughout the entire engagement to ensure all stakeholders are informed and engaged.
  • Managing the entire customer lifecycle, including transition, onboarding, stabilization, operations, and offboarding.

To succeed in this role, you must have:

  • A Bachelor's degree in IT and Business Management, Engineering, 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 Portfolio and 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.

SAP innovations help over 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development.

We offer a highly competitive salary of $120,000 per year, commensurate with experience. Additionally, we provide a comprehensive benefits package, including health insurance, retirement plans, and paid time off. Join us in shaping the future of business and technology

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