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Service Delivery Manager for Application Managed Services Job

Requisition ID: 199146
Work Area: Customer Service and Support
Expected Travel: 0 - 80%
Career Status: Professional
Employment Type: Regular Full Time
COMPANY DESCRIPTION
SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That's why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.
SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it's the best-run businesses that make the world run better and improve people's lives.
PURPOSE AND OBJECTIVES
With almost a third of SAP's employees, the Services organization maximizes the success of customers with their SAP solutions. SAP's Application and Technology Services (ATS) helps customers to accelerate their innovation adoption while ensuring the flexibility to adapt to business changes, rapidly implement technologies and standardize and optimize operations of SAP centric solutions. The ATS organization is structured along the ATS Portfolio and consists of four clusters: Application Managed Services, Managed Data Management, Managed Testing and Managed Security. Global AMS Customer Engagement (AMS CE) ensures successful execution of Application Managed Services by safeguarding all service lifecycle phases: Engagement, Transition, Operations and Optimization in the role of the SAP AMS Engagement Manager for AMS transitions and service delivery.
The mission of the Application Managed Services Hub is to maximize the customer success in the RUN phase of SAP software lifecycle by helping to manage complexity, stable operations, mitigating risk and lowering total cost of operation releasing investment for innovation. The mission of AMS CE is to help our customers succeed through our engagement as trusted advisors.
The AMS Hub delivers the best-in-class expertise how to operate SAP solutions in the RUN phase. Based on the Run SAP methodology, SAP and market best practices from delivering Application Management Services to customers we offer a complete set of services for set up, optimization and execution of end-to-end solution operations.
EXPECTATIONS AND TASKS
Plan and execute transition of customers into the AMS service
Drive the customer engagement end-to-end including budget responsibility, customer expectations, delivery team success, reporting and invoicing
Lead the involved delivery units and make sure transition is done in budget, time and quality
Thought leadership in SAP AMS transition management methodology
Constant improvement of the SAP AMS transition management methodology and set the global standards
Development & Implementation of quality plans for AMS customers and delivery partners
Solution design for complex AMS proposals
Supporting the Market Units in the preparation of proposals, solution assessments and service scoping exercises
Serve as external and independent reviewer in quality assurance activities
Advisor to internal and external parties in relation to components that contribute to AMS delivery success
De-escalate critical customer situations
Support pipeline generation, qualification, opportunity management and Deal closure
Leverage up- and cross-sell opportunities
Position both directly and indirectly ATS services to customers
Liaise with different SAP entities to ensure success and integration with neighbored teams and regions
Integrate with market unit leaders and interface with internal and external stakeholders including SAP management, partners and end-customers
Be a coach to other team members
EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES
Spanish, English, Portuguese a plus
Strong Project Management skills (8+ years, PMP a plus)
ITIL v3 certification
Senior Expert in industry and SAP standards and methodologies for Operations (ITIL v3, CCoE, ITSM, TCO and E2E Operations / Run SAP, ALM)
Strongly focused on quality, customer success and driven by results
Relevant experience in delivery of Outsourcing, AMS and Hosting engagements
Working in virtual teams and global environments
Has worked in partner centric, hybrid environments
Customer centric acting
Management of difficult client situations
Excellent relationship management
Excellent presentation, communication and moderator skills
Analytical thinking and decision-making ability
Cloud, HANA and hybrid landscapes (both technical and architectural)
Strong leadership, facilitation, negotiation, mentoring and personnel management skills
Good understanding of SAP's strategy, products, services and organizational structure
Willingness to travel
Preferred skills
SAP Application and Technology skill set (Certification and 3-year experience as SAP Application Consultant and or SAP Support Consultant)
Customer Service experience in large outsourcing deals
Management consulting
Any other language a plus
WORK EXPERIENCE
Bachelor's degree required, advanced degree preferred
8+ years of experience in project management and SAP Operations
3+ years of experience in Sales or Presales
LOCATION
Toronto
EXPECTED TRAVEL
20-80%
WHAT YOU GET FROM US
Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you're searching for a company that's dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment - apply now.
SAP'S DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.
SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com).
Successful candidates might be required to undergo a background verification with an external vendor.
Additional Locations:
Job Segment: Service Manager, ERP, Consulting, Management Consulting, Relationship Manager, Customer Service, Technology, Management


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