Regional Delivery Executive, Regional Customer Engagement

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**Regional Delivery Executive, Regional Customer Engagement & Services, APJ (Base: Malaysia)**

**Join Our Team**

CS&D is a newly created board area focused on establishing greater connectivity and intimacy in SAP customer interaction through a range of distinctive and innovative services addressing specific customer needs. The CS&D Global Customer Engagement & Services team drives successful delivery and implementation in support of Customer Lifetime Value (CLTV), elevating Adopt and Consume to its full potential within all regions and fostering a successful customer engagement and experience for all relevant customer scenarios.

As Global Customer Engagement & Services (GCE&S) organization under the Customer Services & Delivery (CS&D) Board Area, we help customers to innovate fast and realize the business benefits from their SAP investments.

The Regional Delivery Executive (RDE) is a senior professional with deep (15+ years) 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. This position has a high level of responsibility and exposure within SAP, the industry, and our market leading customers. They are a senior professional with an entrepreneurial mindset and business acumen as needed for this challenging role.

They reinforce enterprise knowledge management through the communication of engagement, portfolio and program lessons learned and delivery excellence practices development. There are 3 focus areas of the Regional Delivery Executive:

- **
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 organisation 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
- **
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
- **
De-Escalation**: Project / Engagement Escalations and Recovery
- Intervein, 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 travelling 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**

**Key Areas of Responsibility and 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 enga