Global Business Service Delivery Manager

2 weeks ago

North Sydney Council, Australia SAP Full time

SAP is a leader in end-to-end business application software and related services. We help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively.

We are seeking an experienced professional to join our team as a Global Business Service Delivery Manager. This role will play a crucial part in driving customer engagement, promoting service excellence, and upselling SAP offerings. The successful candidate will be responsible for managing the CAS engagement across the customer lifecycle and ensuring successful service delivery in line with customer expectations and satisfaction.

The key responsibilities of this role include:

  • Ensuring that the 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 the services provided to customers, 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 the resources, activities, and timelines required to deliver the service successfully.
  • Driving customer engagement and upselling CAS Offerings by working 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.
  • Ensuring the 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, including those involved in ECS, MaxAtt, and Preferred Success contracts or any active service contract to the customer, to ensure alignment and coordination across all aspects of the customer engagement.
  • Orchestrating communication throughout the entire engagement, ensuring that all stakeholders are informed and engaged.
  • Overseeing and leading the entire customer lifecycle, including transition, onboarding, stabilization, operations, and offboarding.

To be successful in this role, you will need:

  • A Bachelor's degree in IT & 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 & Offerings.
  • Excellent documentation, communication, facilitation, and interpersonal skills.
  • A proven track record of driving customer engagement.
  • A strong understanding of operational and financial metrics.
  • The ability to manage multiple priorities and work effectively in a fast-paced environment.
  • Experience in creating and maintaining service plans and operations manuals.

At SAP, we offer a highly collaborative team environment, a strong focus on learning and development, recognition for individual contributions, and a variety of benefit options. We believe in unleashing all talent and creating a better and more equitable world.

SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We provide accessibility accommodations to applicants with physical and/or mental disabilities. For information on how to request accommodations, please email Recruiting Operations Team: Careers@sap.com

Salary Range: $120,000 - $180,000 per year, depending on location and experience. Requisition ID: 407364 | Work Area: Information Technology | Expected Travel: 0 - 20% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid

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