Regional Delivery Executive, Regional Customer Engagement and Services

Job Description:

The Regional Delivery Executive is a senior professional with deep program delivery experience. They need to have advanced, proven skills in executive communications, stakeholder management, and a solid understanding of the legal and commercial aspects of working with customers, particularly in distressed engagements.

The overall objective for the role is to lead delivery excellence by consistently meeting our customer commitments by understanding their needs, packaging our solutions that drive measurable business value within agreed-timelines and budgets.

The Regional Delivery Executive has the qualification, experience, and business acumen to manage multiple large-scale, high-risk projects, programs, and engagements that span organizational and national boundaries, including multiple business units and multiple service partners/vendors.

They reinforce enterprise knowledge management through the communication of engagement, portfolio, and program lessons learned and delivery excellence practices development.

There are three focus areas of the Regional Delivery Executive:

1. Prevention: A champion for Delivery Excellence and Adoption through Continuous Improvement programs:

• Actively contributes as an expert in the Communities
• Drives knowledge sharing across our delivery organization with a focus on Lessons Learned
• Actively supports knowledge management activities
• Actively supports customers in achieving value of SAP solutions and enables rapid innovation adoption, in partnership with our Enterprise Architects
• Coach, mentor, and develop CS&D delivery teams across APJ

1. Correction:

• Develop corrective plans on engagements identified as Early Warning
• Provide Governance and Thought Leadership to turn around a delivery engagement at risk of progression to escalation

1. De-Escalation:

• Intervene, support, and guide running de-escalations as needed across the region
• Manage senior stakeholders through the full escalation lifecycle
• Limit litigation and commercial liability through recovery activities

The Regional Delivery Executive is a key resource that is deployed to drive program success, in particular within programs experiencing escalations, de-escalations, and recovery activity.

Typically, they are engaged in a number of client programs/projects at any one time across a number of clients. Given the nature of the role, it is anticipated that the individual will need to travel extensively, up to 50%, and will likely be traveling across Asia Pacific Region.

Given their focus working on complex projects within diverse customer environments, they will be skilled communicators with highly developed stakeholder management and influencing skills. They will have the gravitas and experience to work in partnership with clients to drive project outcomes successfully, with the ability to advise and push back when required.

Key Responsibilities & Tasks

Opportunity Management

• Define appropriate delivery model for customer project/program/portfolio as a composition of pre-defined services, on-site and/or remote delivery – including Max Attention
• Work with Solution Centre and Bid Management teams to scope and estimate the engagement and its component projects/programs, with an objective to ensure maximum customer business value
• Drive and supports the adoption of Clean Core and SAP AI
• Determine required resources for the engagement
• Assess, document, and communicate risk for the engagement
• Position SAP Activate as delivery methodology for the projects/programs or portfolio of projects

Delivery

• Lead and own engagement-planning and program-planning activities
• Oversee the delivery of multiple projects related to successful engagement or program execution
• Own the engagement and program plan and be responsible for delivery of its major elements including program's business objectives, scope, and solution within quality criteria, on time, and budget
• Translate generalized customer business goals and objectives into concrete strategy and tactical delivery plans for the engagement or program, ensuring focus on customers achieving value of SAP solutions and enables rapid innovation adoption, in partnership with our Enterprise Architects
• Define strategic objectives of large and complex programs, benefits realization plans of large programs including KPIs to be delivered
• Execution of the program plan and ownership of program success in front of SAP leadership team including customer and partner satisfaction, SAP's program finances, resources, SAP's intellectual capital, etc.
• Evaluate complex situations accurately and identify viable solutions that create successful outcome for the customer
• Experience in delivering SAP primed Fixed Price (FP) and Time and Material (T&M) engagements and understanding the delivery model and effective Governance that needs to be in place to support the delivery model
• Active risk management, implement, and maintain an ongoing risk and quality management framework
• Assurance of active executive sponsorship at client side, engaging proactively to maintain control of the customer dialog
• Build proactive formal and informal communication/relationship with key stakeholders outside of key stakeholders – increase coverage
• Contract management in relation to client, SAP internally, subcontractors, and suppliers (including, contracting, work with procurement, internal organizations, contract change management, etc.) jointly with SAE, legal, contact, and negotiation and sales colleagues
• Resolve political, resource, budgeting, change, and legal issues affecting the program
• Proactively manage program stakeholder satisfaction to position and secure customer reference and success story
• Maximize use of near- and offshore delivery by SAP and its partners to achieve cost advantages for the client and SAP
• Maximize use of multiple SAP LoS such as BTA, ASC, CIS, BTA, PE, Preferred Success, and Education to maximize value for the client and cross-sell SAP Services and Products
• Interface with internal functions (e.g. DMO, Controlling, GRC, MCC) to ensure visibility and transparency of results
• Engage with CS&D and Customer Success Team if applicable to ensure P&L targets and KPI's are achieved
• Drive quality in delivery, including clarity and transparency of the project or engagement health along with clear action plans where additional mitigation or management is needed

Sales and Business Development

• Close work with EAs, SAE, SSA, MPs, and product sales colleagues on large bids and proposals for new business
• Oversee and lead the development of proposals, tenders, and/or responses to requests for proposals associated with the program in order to win new deals for SAP with minimal risks
• Establish and maintain credible relationship with senior customer executive and form joint plan of action with sales colleagues
• Set-up and deliver Premium Engagement services under the MaxAttention
• Set-up and maintain value partnership (by using BTA/S services) in order to support client's business case and benefits model
• Ensure good fit and balanced of the risk portfolio of new opportunities combined with ongoing delivery projects

Coaching & Mentoring

• Through all Delivery Engagements, serve as mentor/advisor/decision-maker to project managers for the program for issues related to corporate politics, external politics, client relations, project quality, and project risk
• Oversee effective engagement oversight and reviews to influence customer success
• Takes responsibility from time to time as team lead and supports respective line manager(s) in people development tasks

Knowledge Management

• Maintain program documentation and updates; analyze lessons learned and actively share through the Communities, Solution Centre, and Start Up Service for utilization on future delivery engagements, may at times lead a community
• Organize knowledge capturing activities at programs and ensure retention on high-quality intellectual capital for SAP Field Services practices
• Participate in the development of project/program management best practices, examples, templates, and SAP's Program Management Methodology

Competencies and Skills / SAP Values

• Experience in several industries and the industry the customer belongs to (core processes and trends of the industry) is a plus
• Excellent understanding of SAP solutions and of the consulting business processes and functions
• Highly developed business acumen
• Liaison and consultative skills: negotiating skills within a context of high political sensitivity and conflicting interests
• Strong writing, mentoring, decision-making, communication, and meeting facilitation skills; ability to utilize a combination of formal authority and persuasion skill sets
• Ability to train, mentor, and develop program managers and project managers in project management methodologies and their application through use of the Communities
• Knowledge of the strategic and operational issues of engagement management, program management, and project management
• Demonstrated ability in managing internal and external client expectations on program requirements and deliverables
• Proficiency in key project management knowledge areas of project integration management, scope management, time management, cost management, quality management, human resource management, communication management, risk management, and procurement management
• Proficiency in key program management knowledge areas of Program Management Lifecycle, Benefits Management (Value Management), Program Governance, Stakeholder Management, and Integration Management
• Knowledge and competency in program management-related areas of Knowledge Management, Portfolio Management, Organizational Change Management, and Deployment Management
• Adaptability and flexibility to manage deadline pressure, ambiguity, and change
• Exceptional 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
• Ability to manage in a matrix environment

Bring out your best

SAP innovations help more than four hundred thousand 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 two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can 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.

SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and 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: Careers@sap.com

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 pregnancy, childbirth, etc.), sexual orientation, gender identity or expression, protected veteran status, or disability. Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 407449 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.