Global Lead Es&pc Architecture & Functional Leadership Emea Job - Madrid Indiferente

Requisition ID: 128956Work Area: Sales SupportExpected Travel: 0 - 30%Career Status: ProfessionalEmployment Type: Regular Full TimeCOMPANY As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device - SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.POSITION SUMMARYSAP, the Cloud Company powered by HANA, is the market leader in enterprise application software. Through its digital core SAP empowers people and organizations to work together more efficiently and use business insight more effectively.SAP support (SAP Digital Business Services) is recognized for its world-class customer care, its leading support offerings and its fast growing business. We strive to further improve our innovative service portfolio and our customer engagement programs, as well as increasing our delivery efficiency. Our target is to increase business outcome for customers, make them more efficient and accelerate time to value. This includes all SAP solutions across all deployment scenarios (on premise, cloud, hybrid). SAP Enterprise Support and SAP Preferred Care are the support offerings that provide SAP customers with expertise and collaboration tools that support and enable customers to achieve these goals. These offerings are strategically important for SAP, and rapidly growing, whilst reaching the highest proportion of our customer base. Our aim is+ Deliver : Reach out for business outcomes (IT and LoB) at our customers, increase the value customers get out of their maintenance/subscription agreement and continuously improve the delivery efficiency (scalability) to extend our reach.+ Observe : Shape the existing SAP Enterprise Support and SAP Preferred Care support offerings and adapt it to new/changing market demands such as in memory computing, mobile and cloud. Listen to the SAP Enterprise Support and SAP Preferred Care customer engagement teams who are the customer representatives and facilitate an effective and efficient ES & PC delivery.+ Innovate : Drive the evolution and development of new and innovative SAP Enterprise Support and SAP Preferred Care offeringsOur customers demand from support more than just incident solving. We take it as our mission in SAP Enterprise Support to ensure that support delivers the foundational engagement in pro-actively helping customers' day-to-day business in IT and Business-related topic areas. This is why the SAP Enterprise Support strategy 2016 can be summarized in ?SAP Enterprise Support goes Business Service Support': More value and business outcome for IT and LoB!With SAP Preferred Care, customers gain the services for mission-critical assistance that are included in SAP Enterprise Support, plus more-specific service levels and access to expert SAP contacts to help resolve issues and stay flexible to accommodate future innovations. In particular, SAP Preferred Care offers access to a Customer Success Manager for technical and product usage advisement, best practices and operational excellence, and personalized advice and guidance.This position is within the "Global SAP Enterprise Support Practice and SAP Preferred Care Delivery" organization, with the main delivery hubs located in Ireland, China, Brazil, Germany and USA. The objective of this organization is to strengthen SAP's trusted partnership with targeted customers and provide value realisation, resulting in increased customer satisfaction, contract retention and renewals. To this aim, we are looking for a strong Global Lead ES&PC Architecture & Functional Leadership EMEAEXPECTATIONS AND TASKS+ Overall HR leader of regional functional experts+ In-depth Knowledge of the SAP Enterprise Support and SAP Preferred Care programs+ ES&PC and DBS strategy champion. Key strategic aspects and goals are clearly cascaded and understood by own teams. Formulates clear management objectives and strategies as per Global ES&PC guidelines and ensures understanding+ Ensures people development of assigned teams and leads the transformation from today's strong on-premise focus to the new reality of customers asking to have hybrid focus in our engagements. This includes development of teams to address both customers' LoB and IT demands.+ Ultimately accountable for hiring and retention of the right talent. Ensures alignment with global Functional Career Path while taking accountability for ES&PC development strategy for assigned area and teams+ Determines execution approach for the assigned teams, integrating customer needs, strategic business goals of Global ES&PC, and financial objectives+ Accountable for own teams' cost management, regional budget (once approved by Global Heads), and resourcing+ Demonstrates leadership principles and has very high employee engagement & leadership trust results in assigned region+ Forms mutually beneficial relationships to senior managers, leaders, and experts from other DBS departments and other SAP LoBs, as required.+ Senior escalation level towards customer (represents SAP externally). Exceptional skills at managing critical and complex situations and demonstrating the value of SAP Enterprise Support & SAP Preferred Care to customers at C-level+ Leverages regional functional expertise from Global ES&PC, but follows ES&PC global approach & ensures full alignment and outstanding collaboration with counterparts and other leaders cross Global ES&PC organization+ Provides regular updates pro-actively to Global ES&PC Heads and prepares input for executive and Board updates+ Creates a customer-centric culture, whereby all colleagues in his/her assigned teams develop a deep understanding of customer needs and align those across global delivery strategy, knows how customer requirements are integrated with the overall SAP strategy and drives development of the ES&PC programs based on his/her customer-centric know-how+ Ambassador of the ES&PC Global Practice with strong global contribution even beyond direct areas of responsibility+ Leadership and mentoring/coaching of functional leads and architects cross Global ES&PC organization+ Represents SAP Global Service & Support also beyond his/her area of responsibility to customer management up to the level of CIO and Business Unit Leaders and is able to influence their decisions.+ Is able to position complex GSS initiatives also beyond own area of responsibility and is able to resolve escalations. Being recognized at Board level or at least at SAP Senior Management level.Specific responsibilities as overall manager for the Global ES&PC Architecture team+ Global functional leadership in SAP ES&PC organization and HR Lead of EMEA Functional Experts and the SAP ES&PC Cloud Architecture Team+ Be a pivotal architect as part of the Global ES&PC Practice in co-working on the evaluation of SAP ES&PC first-in-class business service support, under the leadership of the global Head of ES&PC Portfolio and Architecture.+ Ensure, in alignment with other key architects, the operationalization of innovation content and assets across our SAP Enterprise Support & SAP Preferred Care customer base+ Follow project management standards for defining/developing content, new development of assets, services and tools, making sure investments materialize in time/budget into customer success.+ Manage relationship with project stakeholders, including internal and external clients, keeping stakeholders informed of progress and issues in order to manage expectations on all project requirements and deliverables.+ Deeply understand the challenges and requirements of SAP ES&PC customers by listening carefully to customers, customer representatives ("front office") and other sources of information, MCC.+ Continuously look for win-win situation with other SAP Support and Business units and drive actions according to it.+ Close collaboration with ES&PC Portfolio Management stakeholders in order to make sure excellent services always come with excellent communication, to be easy understood and promoted to our customers.+ Be a thought leader and drive the think-tank to anticipate how further technology innovation will affect our customers and therefore SAP Service & Support and what it means for SAP ES&PC programs, delivery, and service development+ Make sure that the assigned teams under this role's leadership stay in closest customer contact through customer assignments and customer co-working projects, through ES Advisory Council.+ Guarantee ?easy-to-consume' ES&PC services by establishing the right approach and attitude across the teams assigned.+ Guarantee scalability in the service delivery approach+ Leverage existing delivery channels - ES Value Maps, 100Day Program- and contribute to their continuous improvement, always having the customer success and customer adoption in mind.+ Drive cross-collaboration across departments, with CoE, MGTM, Product Support.EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES+ Customer orientation and focus, as well as skills to interact/collaborate with customer IT and LoB decision makers. Proven record ensuring customer success and demonstrating accountability for taking over customer issues, concerns, and complaints and driving them to resolution successfully ( resolution of critical customer escalations)+ Deep Knowledge on Support Organization and how to scale delivery without affecting quality or compromising on efficiency+ Proven track in successfully leading teams, challenging complexity and supporting cross-organizational change management. (High employee engagement and leadership trust scores in leadership roles a must-have).+ Intercultural sensitivity, as SAP Enterprise Support & SAP Preferred Care are global programs and interaction with customers/teams worldwide is required.+ Outstanding ability to communicate effectively with individuals at all levels, internally and externally, with appropriate discretion where required.+ Ability to deliver results under pressure, work independently, and take ownership of assigned tasks (pro-active driver, results-oriented, driver of simplicity, pragmatic)+ Proven experience managing risks within area of responsibility and defining, executing and communicating immediate action plans to address any relevant deficiencies successfully+ Excellent communication & presentation (soft) skills and excellent English language skills. Being able to communicate fluently in Spanish or any other main business language an advantage.+ Proven experience driving implementation and execution of strategic DBS (or AGS) programs/initiatives globally with recognition up to the SAP Board or at least up to SAP Senior Management levelWORK EXPERIENCE+ 15 years' working experience with proven ability in a customer-facing role to work with customers on project and at senior management level+ 5 years of direct experience in managing and leading people within the SAP organization+ Experience working in a global organization and proven record leading virtual and cross-cultural teams+ Functional knowledge about SAP Enterprise Support program and deliverables a must-have; SAP Preferred Care knowledge a distinct advantage+ Experience in project management a plusSAP'S DIVERSITY COMMITMENTTo 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.SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable 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 (Americas: or , APJ: , EMEA: ). Requests for reasonable accommodation will be considered on a case-by-case basis.Additional Locations: No Selection

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