Mexico Head of Customer Services

**We help the world run better**

**Meet the team**:
As the Mexico Head of Customer Services & Delivery (CS&D), you'll be instrumental in steering our CS&D strategy within Mexico. Your leadership will be pivotal in ensuring the successful delivery of a diverse range of services, including professional services and expert consulting to innovative solutions. We are looking for an individual who can drive customer success, adoption and **delivery excellence**while maintaining a sharp focus on profitability and employee trust and engagement.

**What you will do: Key Responsibilities**:
Leadership:

- Understand and communicate the SAP strategy effectively, fostering a clear vision for the future within your region and among customers.
- Align CS&D strategy with Regional CS&D objectives and promote adoption across all segments.
- Represent SAP and CS&D in internal and external events, partner engagements, and customer interactions.
- Demonstrate strong leadership at both strategic and tactical levels, with a keen understanding of the SAP market and competition.

Delivery Excellence and Management:

- Drive executional excellence, consistently achieving results and exceeding targets.
- Champion transparency in overseeing engagements from bid to completion, collaborating closely with various stakeholders.
- Monitor revenue, margin, and contribution closely, taking corrective action as needed to meet commitments.
- Evaluate complex situations accurately, identifying viable solutions that align with SAP objectives.

Operational Excellence:

- Ensure transparency and predictability in business operations while upholding the highest standards of integrity and compliance.
- Track and realize financial targets and other key performance indicators (KPIs) at each level of the P&L.
- Effectively manage workforce resources, including supply, demand, and forecast management.

Sales and Business Development:

- Develop a clear Go-to-Market strategy in collaboration with the Customer Success teams.
- Identify and capitalize on business growth opportunities within Mexico, deploying solutions aligned with customer needs.
- Collaborate with Service Portfolio Management to drive success with new service offerings and delivery models.

Team Management, Coaching & Mentoring:

- Execute the people agenda aligned with SAP strategy and CS&D priorities, setting clear team goals linked to Market Unit objectives.
- Monitor team performance, recognizing high performance and rewarding accomplishments.
- Serve as a mentor and advisor to leaders within the organization, providing guidance on corporate politics, client relations, and delivery excellence.

**What You Bring: Experience & Language Requirements**:

- Strong strategic thinking and decision-making skills.
- Profound understanding of Digital Transformation and its impact on customer business, particularly within the SAP ecosystem.
- Exceptional communication and networking skills, with the ability to interact effectively with high-level executives.
- Experience managing geographically and culturally diverse teams.
- Flexibility, integrity, and confidentiality in all aspects of work.
- Proficiency in Spanish and English, both verbal and written.
- Ability to simplify complex situations and drive action effectively.
- Strong stakeholder management and influencing skills, with a focus on Customer Success.
- Proven experience leading cross-functional teams and managing sizable P&Ls.
- Familiarity with SAP solutions and industry-specific business processes.
- Bachelor’s degree or equivalent work experience, MBA highly desirable.

Join us in driving customer services and delivery excellence within our dynamic CS&D Role in Mexico.

**We build breakthroughs together**

**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.

**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.

Requisition ID: 393093 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 60% | Career Status: Executive | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.