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 industry expertise that touches more than 70% of the world’s business processes, SAP is uniquely positioned to lead our customers in their digital transformation journey. Digital business is built on new computing infrastructure– S/4 HANA as the core, plus the pillars of mobile, cloud, Big Data and analytics – accelerated by SAP Leonardo, the Internet of Things (IoT), advances in Machine Learning, and innovations like Blockchain. DBS Delivery leaders must know Fast Growth and Next Gen technology, be able to articulate E2E benefits to our SAP customers, have full command of SAP’s new Delivery methodologies and business approach, and continually lead with a diversity and inclusion mindset as SAP attracts and develops digital talent for the future.
The Digital Business Services (DBS) - NA Retail Delivery Executive is a customer facing Retail Services teams leader responsible for managing large-scale programs approximately equaling $15-$25 million dollars. The Delivery Executive will be focused on providing leadership and guidance for our customer’s transformation strategy by managing and executing complex SAP Retail implementations (cloud, on-premise or hybrid) implementation initiatives with a complete focus on customer success. Most projects will utilize Agile and rapid prototyping methodologies. This role requires a combination of deep subject matter and industry expertise in project and program management. The ideal candidate will have had recent customer-facing experience, as well as exposure to compliance, strategy development, and supporting the license and consulting sales and bid management processes.
The Retail Delivery Executive is a strategic role responsible for ensuring that SAP Services is regarded as “the” partner of choice for our customers by leading/helping them through all phases of their journey towards SAP’s digital platform and transformation strategy. They have the qualifications and business acumen to manage large scale, high risk, strategic projects that span organizational boundaries including multiple business units and service partners/vendors. They have demonstrated ability to manage complex projects or programs that require coordination of work between various parties such as: third party sub-contractors, SAP Custom Development, SAP Global Delivery, SAP Active Global Support.
The primary metrics of success are project revenue, project profitability, customer satisfaction. S/he is responsible for customer’s satisfaction by developing, coaching, and managing Services teams. Additional metrics related to Innovation are those related to driving customer adoption of innovation solution including S4/HANA adoption Cloud adoption and renewals the digitization initiatives of our customer. This role will report directly to the DBS NA Head of Retail.
EXPECTATIONS AND TASKS
Work with Customer Stakeholders, Partners and Senior SAP Management to effectively manage and lead large, complex and mostly global programs to ensure successful completion and significant impact on customer business KPI.
Retail expert with specific knowledge of SAP Retail, FMS, CAR, and Retail Financial Solitons.
Developing and managing contracts that clearly articulate engagement scope, obligations, and commercial constructs. It also includes analyzing and executing on strategic projects, building consensus among stakeholders, ensuring alignment of project tactics with corporate strategy and communicating project goals at a strategic level as well as actively identifying and developing business opportunities.
During implementations, manage overall services relationship, including sponsor, steering committee and program office, between customer, partner and SAP to ensure that projects / programs are delivered on-time, within budget and with the highest levels of customer satisfaction through billable consulting.
Manage expectations on the development of solid program plans, with milestones and clear deliverables (in IT and business terms), and furthermore, proper program governance is in place to enable quick execution on the plans, handling risks, issues and objections.
Big 4 consulting experience is a plus
Acts as the primary leader providing support, feedback and execution in helping SAP Services achieve its goals.
Plays an executive sponsor role at select Retail pursuits.
Execute on the NA DBS strategy to drive growth, best practices and margin increase.
Experience with commercial aspects of Go to Market - Build credibility / trust as a retail leader with customers Assists the SAP license sales and services teams in closing license and software implementation planning & estimating, and coordinating multiple SAP LOBs and partners as required.
Operational rigor and delivery excellence
Achieve assigned operational metrics (eg. Revenue forecast accuracy, Utilization, Max Attention days consumed, etc.)
Operational alignment with license, specifically related to deal pursuit and deal rate
This role is fully accountable for the health of the program which includes customer satisfaction, revenue and related profit streams, Support Maintenance Safeguarding, Enterprise Support retention/Preferred Care renewal rates and adoption of “Run Simple” engagement models.
Ensure there is proactive management of all contract terms, including changes in work scope, timeline, and obligations and ensure appropriate planning measures are taken with internal and external stakeholders to formalize and administer contract changes.
Provide insight to internal and external stakeholders regarding early stage program risks and how to avoid unwanted schedule, financial, and scope deviations.
Transformational Leadership & Development
The Retail Delivery Executive will facilitate a dynamic environment for Retail team growth.
Transform legacy Grocery business to the intelligent enterprise.
This leader will also focus on recruiting, acquiring and developing talented employees, and coaching and challenging employees to deliver results associated with business objectives.
Strong Executive presence and ability to manage Board (CxO) level relationships.
Show passion on the job: act as a role model for the team, 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
Customer Satisfaction - This person will ensure the highest possible satisfaction with customers, playing an active and visible role in all major client transformations, acting as trusted advisor to our clients.
An established record in developing and managing executive customer relationships
Ensures management of project implementations with optimal resourcing strategies
Executes on the NA DBS strategy to drive growth, best practices and margin increase