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Kemas kini terakhir: 6 hari yang lalu

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Tawaran kerja ini tidak tersedia di negara anda.

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

SAPKuala Lumpur, MY

30+ hari lalu

Penerangan pekerjaan

We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

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.

Job Description :

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 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 delivers

Execution of the program plan and ownership of program success in front of SAP leadership team including customer and partner satisfaction, SAPs 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.

Experience & Language Requirements

Functional Experience

15+ years of transformational program management across large, complex programs which include P&L management of large engagements

Proven experience in successfully leading cross functional teams without authority / in a matrix

Proven experience with engaging C-level customers

Proven to successfully operate and align across internal and external stakeholders on various levels

Strong IT / Software industry background is an advantage

Demonstrated experience in managing issues, scope and quality while bring projects to successful completion within the cost and time requirements

Management and Leadership Experience

Strong stakeholder management and influencing skills

Focus on Customer Satisfaction

Strong negotiation skills

Knowledge of financial, competitive, regulatory environment

Excellent Commercial and Legal Awareness

Understand Legal and Commercial ramifications

Extensive experience in managing customers, partners as well as internal resources

Management experience of medium to large size and multilayered teams is desirable

Management of remote resources and strong interdisciplinary orientation

Cultural awareness and experience working across different cultures and nationalities

Strong interpersonal skills with advanced networking capabilities and business development skills

Strong leadership and people management skills are desirable

Building sophistication around technical and business strategy setting

Building sophistication around driving cross-functional management teams

Show financial and business acumen across LOBs

Show high growth potential

Soft Skills

Highest level of Stakeholder management and influencing skills

Effective Story Telling

Managing expectations, conflicts and escalations

Proven C-suite influence and engagement

C-Level Communication & Presentation

Meeting Moderation & Facilitation

Mentoring and Coaching

Lead by example

Mentoring

Sharing and incorporating lessons learned

Ability to coach and teach others

Lead others to high performance

Commercial and Sales

Consultative Selling underpinned with strong Sales Process Acumen

Account Planning and Management

Pipeline / Opportunity Management

Customer Satisfaction / net promoter

SAP Specific Expertise

Overall SAP Corporate Strategy and SAP Product Strategy Knowledge

SAP Reference Program

Overall SAP Service & Delivery offerings

Knowledge of the latest SAP Strategy and SAP CS&D Strategy and their related pillars including the capability to discuss this with the customer

SAP Product Knowledge. Advanced knowledge of :

SAP Cloud Solutions, particularly RISE

RISE Methodology

Clean Core and supporting tools (Siagnavio, LeanIX, CALM)

Industry Solutions (in related Practice area)

SAP Product Roadmap (in related Practice area)

International Experience

Solid experience in international implementation experience is a must

Expected Travel 0-50% mandatory

Regional Focus

Industry Experience

Experience across multiple Industries is required

Languages :

English : Fluent

Bahasa Malaysia - able to conduct business meetings in Bahasa Malaysia

Fluency in additional languages a distinct advantage

Education

Undergraduate university degree, preferably in commerce, engineering, information technologies is mandatory

Master’s degree, preferably in commerce, engineering, information technologies is desired

MBA would be an additional asset

Professional Training & Certification

Prince2 Practitioner, PMP or PgMP certification and / or other industry and project management certifications

C-Level Communications

Transformation Program Management

Project Management

PM Fundamentals or similar

SAP Activate Certification

SAP Project and Program Reviews

PM Key Deliverables

SAP tools Signavio, LeanIX, CALM, Tricentis

SAP Project Management Tools

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

For SAP employees : Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy . Specific conditions may apply for roles in Vocational Training.

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, et al), 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 : 407537

Work Area : Consulting and Professional Services

Expected Travel : 0 - 50%

Career Status : Professional

Employment Type : Regular Full Time

Additional Locations :

LI-Hybrid.