Requisition ID: 241534
Work Area: Consulting and Professional Services
Expected Travel: 0 - 50%
Career Status: Executive
Employment Type: Regular Full Time
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The Services Head for India is a senior SAP leader responsible for implementing the SAP services strategy in their Market Unit to deliver successful results and innovation outcomes towards the common goals of People, Customer, and Partner Success. This key role is part of the Global Services Leadership which represent an organization of 20.000 people globally.
A successful Head of Services has a clear understanding of SAP’s strategy, current priorities and strategic aspirations, and transforms them into an actionable plan, organize and inspire their organization to execute and implement the strategy. He/she has overall accountability at the country level for managing a wide spectrum of services ranging from expert consulting and premium engagements (SAP MaxAttention and SAP Active Attention), Training and Enablement and innovation services in a holistic manner.
This leader has a strong emphasis on customer success and execution excellence in combination with a focus on managing the forward bookings and P&L for their results (revenue & margin) whilst maintaining employee trust and engagement.
This leader represents the Services organization in customer interactions, with a focus on C-Level, partner ecosystem, public events and SAP-internal activities within their Market Unit.
He/she is responsible for the complete Services lifecycle: from opportunity identification to closure, project execution, solution adoption, and subscription renewal. Further, this role will actively identify pipeline opportunities and engage in various demand generation activities and campaigns together with colleagues in sales teams.
With the qualifications, experience and business acumen in managing a diverse and geographically distributed team in a matrix structure, and managing relationships with senior external and internal stakeholders, this person can manage a Market Unit Profit and Loss (P&L) of more than €30m revenue, as a portfolio of engagements that are strategically aligned and agreed within the Market Unit.
The Services Head for India has overall accountability for their delivery portfolio performance month-on-month, year-on-year. They ensure that all Key Performance Indicators (KPIs) are understood and consistently cascaded down to their Market Unit teams. These are tracked and managed in accordance with the established DBS governance framework and cadence. Where targets are identified as being at risk, the Services Head works for India directly with their Market Unit Business Managers to define and drive improvement initiatives to achieve them. KPI’s include bookings, revenue, project margins and subscription renewal rates.
The Services Head for India operates with integrity, openness and transparency. They maintain active participation in internal and customer engagement governance structures and forums. A strong relationship builder, they develop trustful relationships with Customer C-level executives on their accounts in collaboration with the broader SAP organisation.
Being a part of a complex organizational structure, including local and global organizational entities, it is the responsibility of the Services Market Unit Head to establish and maintain working relationships with their peers, a diverse and geographically distributed team, local and regional management.
A competent and recognized people manager, the Services Head for India coaches and develops their team to reach their full potential and achieve personal success. This role directly manages extended teams of People Managers and individual contributors, as such they are accountable for the success of all extended teams deployed in their engagements. The Services Market Unit Head acts as a role model towards these extended teams creating a cohesive environment built on promoting diversity, inclusion and mutual respect.
Key Areas of Responsibility and Tasks
Understand the SAP strategy and communicate a clear vision of the future: discuss, explain and actively promote the vision within their market unit and to their customers
Align the Services strategy to India and drive adoption across all segments
Act as a member of the Indian and regional management teams. Represent SAP and Services in internal and external events, partner and customer interactions
Strong leader at both the strategic and tactical levels, sees and articulates the bigger picture
Sound knowledge of the SAP market and competition; a strong negotiator who has experience in ensuring customer success and reference - ability as well as supporting profitability targets
Solid understanding of the operational and financial aspects of running a services business – from sales to delivery, people management to 3rd party contractor engagement. P&L awareness and ownership
Motivate through example and inspiration: create a positive working environment, establish an atmosphere for open discussions, actively seek for feedback and teamwork.
Create trusted relationships with strategic customers and partners
Set challenging goals and empower accountability to execute on the mission: derive clear and challenging targets from the overall Market Unit plan, set priorities, encourage people to take initiative, be ready to guide and help when necessary
Solid understanding of the innovation technologies landscape and trends. Ability to cover those topics in public events and C-Level customer conversations.
Show passion on the job: act as a role model for their teams, show authentic behaviour, pride and enthusiasm in the own job, demonstrate best practices and encourage team members to share own experiences, celebrate success, promote SAP as a great place to work
Delivery Excellence and Management
Executional Excellence: Ability to consistently achieve results and exceed targets
Champion an environment where India Business Managers are transparent in providing oversight across all engagements, from the initial bid process to project completion, by working closely with their direct reports, License Sales, Services Sales, Delivery Management Office, and other stakeholders
Understanding of the SAP implementation principles in different methodologies and able to articulate this clearly to customers
Tightly monitor India revenue, margin and contribution, take corrective action to ensure commitments are met. Monitoring profit dilution, correct distribution of revenue and costs, including distributed and undistributed revenue
Evaluate complex situations accurately and identify viable solutions that create successful and predictable outcomes for their engagements and customers, balancing SAP objectives
Proactively manage customer stakeholder satisfaction to support business, position and secure customer references and success stories along with a positive Net Promoter Score (NPS) and Customer Effort Score (CET) across the different survey types assigned to DBS
Presents in Governance cadences with the Regional Leadership, APJ Services Delivery Execution team, Engagement Leads, Delivery Management Office (DMO), Regional Delivery Execution (RDE) Team on their Market Unit Portfolio
Interface with internal functions and leverage support across the organization (DMO, Controlling, Global Risk and Compliance (GRC), Mission Control Centre (MCC), Premium Engagement (PE) and lines of business (LoB) to ensure visibility and transparency of results and effective implementation of improvement initiatives
Empower direct reports to manage within their P&L’s whilst maintaining oversight and acting as an escalation point when issues escalate
Ensure transparency and predictability of the business on all levels. Maintain highest standards of business integrity and compliance
Ensure tracking and realization of the financial targets and other KPIs at each level of the P&L within the Market Unit down to individual levels
Workforce Management including Supply, Demand and Forecast Management. Effective resource planning and allocation across their accounts – matching the right capability and skills to the right customer engagement. Develop and manage their teams’ growth and expertise, integrate and actively drive supply with global/regional demand and supply stakeholders.
Understand Partner Management aspects relevant to India and individual customers and assist with implementation of partner management strategy
Mandate and drive the use of methods and best practice to support quality outcomes and manage exceptions
Sales and Business Development
Develop a clear and structured Go-to-Market strategy for India with the Services Sales team(s) and GCO units.
Grow the Services business together with GCO in India by identifying opportunities, scoping customer needs, and deploying solutions that will meet the expected outcomes
Partner with GCO to align demand generation activities and RFP responses for Services opportunities
Collaborate with GCO to grow their accounts by identifying and sharing opportunities to increase SAP & Services share of wallet in existing accounts, with a special emphasis on innovation and cloud solutions
Collaborate with Service Portfolio Management and drive the success of new service offerings and delivery models
Provide delivery resources to support License, Services and Product sales colleagues on large bids and proposals for new business
Ensure good fit and balance the risk profiles of new opportunities combined with ongoing delivery engagements within the Market Unit
Optimize (increase) use of near and offshore delivery by SAP and its partners to achieve cost efficiency for their delivery portfolio and SAP
Develop the business for new services in the portfolio
Achieve the Bookings target for India annually and for each quarter for each portfolio type (PE, PS, IBSO and Education.
Team management, Coaching & Mentoring
Develop and execute the people agenda aligned with the SAP strategy and Services priorities
Continue to bring best in class talent into the Services organization
Create an inspiring team environment with an open communication culture
Set clear team goals that are directly linked to their MU goals
Monitor team performance and report on metrics with clarity and consistence
Recognize high performance and reward accomplishments through the SAP programs offered
Serve as mentor / advisor / decision-maker to leaders in India for issues related to corporate politics, external politics, client relations, and delivery excellence
Competencies & Skills / SAP Values
Excellent sales experience with CxO level customers
Excellent sales strategy skills at both account and opportunity level
Strong strategic thinking and decision-making skills
Excellent analytical skills in combination with the ability to “think out of the box”
Understanding of Digital Transformation and its impact on customer business
High level of maturity and self-confidence in order to interact with high-level executives, inside and outside the company and often in a boardroom environment
Act with sound judgment and political awareness of sensitive business situations
Ability to manage stress and conflict
Strong process-orientation and organizational change skills
Outstanding communication and networking skills
High ambition, drive for, and focus on results and execution
Experience managing a geographically and culturally diverse team
High level of flexibility, integrity and confidentiality
Excellent verbal and written language skills in English
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, peers and team members (isn’t this a summary of many points above?)
Be an excellent listener and communicator capable of articulating and simplifying complex situations with a focus on action both verbally and in writing. Ability to utilize a combination of formal authority and persuasion skill sets to invoke action
Liaison and consultative skills: negotiating and conflict management skills
Confidence in timely decision making
Excellent time management and priority management, especially is distressed periods and situations
Ability to train, mentor and develop team members in portfolio, program and project management methodologies and their application
Adaptability and flexibility to manage conflicting priorities, ambiguity and change
Job Tasks & Roles related to Management
Execution of Strategic Goals
Sales strategy and GTM planning
Delivery Operations Executions & Oversight
Demand and Forecast Management
Financial Management Reporting
Liaison within and outside Services organization
People Development incl. Development & Career Planning
Transformation & Change Management
Experience & Language Requirements
Strong stakeholder management and influencing skills, enduring focus on Customer Success and experience in engaging with the C-suite
Proven experience in successfully leading cross functional teams without authority / in a matrix construct
Cultural awareness & sensitivity, experience working across diverse cultures, nationalities and belief systems
Strong interpersonal skills with advanced networking capabilities and business development skills
Experience in decision making within own area of responsibility and managing engagements as a business
Experience with managing a sizeable P&L of over €30m
Experience in leading and managing a diverse and territorially distributed team in a matrix structure (100+ employees)
Results-driven and high-energy, yet focused and disciplined
The ideal candidate would have over 10-15 years of relevant and current experience with running a professional services organization in a SAP environment
Passion for technology and applied innovation to address customer business problems
Proven ability to drive delivery execution within their area of responsibility, proficiency in aligning cross-topic objectives and approaches within a matrixed organisation
Experience in strategic thinking and conceptual design of complex engagements
Solid knowledge of key SAP solutions and respective industry business process understanding
Experienced at leading customer interaction with senior executives
Seen as an authentic leader with impactful leadership and influence
Reliable, resolute, and resourceful; a hands-on entrepreneur
Highest level of Stakeholder management and influencing skills
Effective Story Telling
Managing expectations, conflicts and escalations
C-Level Communication and Presentation
Meeting Moderation and Facilitation
Commercial and Sales:
Consultative Selling underpinned with strong Sales Process Acumen
Solutioning and tactical selling through development of right solution to the right customer with the right outcome
Account Planning and Management
Pipeline / Opportunity Management / expanding SAP customer base for Professional Services and Premium offerings (e.g. Premium Engagement, MaxAttention)
Customer Satisfaction - driving Customer Effort Score (CES) and Net Promoter Score (NPS)
Speaking/Presenting at internal/external forums on relevant topics
Mentoring and Coaching:
Lead by example in all activities
Mentoring of Market Unite Delivery Management including Market Unit leaders of other Lines of Service
Sharing and incorporating lessons learned to support delivery excellence
Ability to coach and teach others
Lead others to high performance
Experience across multiple Industries is required
Industry focus is desirable (Domain expertise in at least 2 industries or sectors
Other languages: desirable
Bachelor degree or equivalent work experience
MBA highly desirable
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.
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Successful candidates might be required to undergo a background verification with an external vendor.