Director, Services Delivery

We help the world run better

At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

Meet the Team:

The organization considers as direct reports the resources (PM – project Managers) dedicated to managing the projects delivered by SAP: 2 Managers and around 25 – 30 Project Managers. Besides managing in dotted line all practices consultants, which report directly to a Global Organization (ASC), as pull of experts, which are assigned to the projects delivery as programed since the Solutioning phase.

Services Delivery Head needs to build a strong liaison among Services Sales Organization and Solutioning Organization, to operate as ONE Team to build successful projects, from its conception in sales phase, to its realization in delivery phase. Therefore, having a clear and constant communication is critical to build a healthy business.

What you'll do: Position Overview:

The primary responsibility of this role is to lead our professional services organization to successfully deliver our SAP Services contracts with our customers (Implementation of SAP solutions, influence customer adoption and consumption as well as the use of our SAP tool chain), with the objective of supporting our SAP Cloud Solutions adoption in the market.

Services Projects success is measured by our technology implementation/go live while maintaining a healthy financial contribution (margin) for each project, managing resource allocation, project timeline, customer expectations and any other element associated to the project execution. Projects should be delivery on time, on budget and with the right quality.

As the Services Delivery Head is important to have an holistic view of the business, understand the ecosystem around and managing the following pillars:

• Sales and Solutioning liaison to assure that key success criteria is considered since the sell cycle and in the proposal/contract structure. Best practices sharing is critical for growing a healthy services business
• Excellence in Delivery Execution is the foundation for this organization. Below we can highlight some of the critical pillars for its accomplishment: Proper Management System to control project KPIs (margin, invoicing, revenue, real project progression vs planned, among others), Discipline on Governance Model execution in every project, Clear roles & responsibilities among the team members.
• Delivery Capacity Planning should be evaluated in a regular basis considering projects backlog and future pipeline in order to be prepared to execute towards SAP commitments with the quality required.
• Team Skills Development, communication and empathy as the basis to have a high performing organization and to deliver the expected results.
• Evaluate risks of the opportunities during the Solutioning (proposal creation) and provide inside for mitigations.

Key Responsibilities:

1. Strategic Leadership:

• Accountability Empowerment: Set ambitious objectives aligned to the region and market unit, empower accountability, and foster ownership within your team. Take full accountability on delivery and manage customer expectations.
• Passion for Excellence: Exhibit passion and enthusiasm in your role, lead by example, and promote SAP as an exceptional workplace.
• Visionary Communication: Develop, articulate, and actively champion a compelling vision for the future across your team, peers, Services, SAP, partners, external stakeholders, and clients.
• Team Motivation: Inspire and mobilize teams to conquer challenging goals, encouraging feedback, diverse perspectives, and the conversion of obstacles into opportunities.
• Relationship Building: Cultivate relationships founded on mutual respect and trust, nurturing a culture of transparency and collaboration across organizational boundaries.
• Innovation Encouragement: Promote creative thinking and innovation, rewarding ideas and accomplishments, and embracing a lean mindset.
• Mentoring and Coaching: Provide guidance and coaching to team members for their individual development and career growth.
• Being Compliance: Be aligned to Global and local policies, get required training on time, follow the conduct code.

2. Other Management Responsibilities:

• Supporting Transformation: Contribute actively to the transition toward the Intelligent Enterprise.
• Sales and Delivery Engagement: Play a proactive role in supporting sales and delivery engagements. Provide inputs to sales team and be accountable on delivery.
• Margin Targets: Ensure the realization of sector margin targets within the consulting domain.
• Team Management: Establish, develop, and efficiently manage a high-performing consulting team across regions.
• Resource Management: Allocate and utilize consulting resources effectively.
• Partnership Management: Effectively manage key partnerships.
• Deliverables and Reporting: Achieve region-specific deliverables, including customer satisfaction.
• Strategic Direction: Define and execute the strategic direction for the consulting region.
• Resource Allocation: Manage resource allocation for field services assignments.
• Coordination: Oversee project staffing in close collaboration with management.
• Event Management: Handle advanced event management.
• Collaboration : Collaborate closely with the field services organization.
• System Support: Provide support for field service-related systems and other internal systems.
• Training Needs: Identify training needs for strategic areas.
• Financial Management: Deliver financial management reporting based on utilization, forecasting, and budgeting.
• Consulting Services: Define and maintain consulting services.
• Partner Relations: Manage partner relationships effectively.

3. Additional Responsibilities:

• People Management: Assume responsibility for the success of your direct reports and the entire team within your organization. Actively engage in coaching, recognition, and real-time feedback to foster team growth. Cultivate a culture of delivery with excellence and continuous improvement and teamwork. Share insights with peer managers and lead by example.

Key Tasks and Roles:

• Project Delivery (complex and/or large engagements)
• Contract Management
• Customer Meetings (Steering Committees)
• Delivery Operations Execution & Oversight
• Demand and Forecast Management
• Execution of Strategic Goals
• Financial Management Reporting
• Intelligent Enterprise
• Liaison within and outside Services org
• Measuring Performance
• Motivating & Communicating
• Organizing the Group/Unit/Team
• Partner Management
• People Development, including Development & Career Planning
• Resource Allocation
• Resource Onboarding
• Setting Objectives & Planning
• Supply Management
• Talent Management
• Transformation & Change Management
• Identify actions to increase customer adoption and consumption

Experience and Educational Requirements:

• Minimum of 10 years of experience in an SAP Services Delivery Manager role (at Director level).
• Experience in leading complete E2E SAP implementations
• Proficiency in coordinating project assignments within your team.
• SAP functional background (any functionality – Finance, SCM, SSFF)
• Strong aptitude for controlling and monitoring overall team performance and P&L success.
• Solid knowledge of industry dynamics.
• Experience in cultivating relationships with partners and customers.
• Proven ability to lead initiatives and programs requiring effective interaction with senior executives.
• Managerial experience.
• Experience in leading virtual teams across borders.
• Adept at managing and resolving conflicts at the customer level.
• Fluency in English.

Education:

• University degree or equivalent work experience.
• Training in Acting as a Manager (e.g., leading a team, cascading strategy, people development, internal processes & tools) (recommended)
• PMP certification or equivalent
• SAP Activate knowledge
• Executive Education (optional).

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 world.

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