SAP Customer Success & Delivery CS First Line Manager- 

Indonesia, Jakarta Special Capital Region 

219509030

With the qualifications, experience and business acumen in managing a diverse and territorially distributed team in a matrix structure, and managing relationships with senior external and internal stakeholders, this person can work on achieving Profit and Loss (P&L), as a portfolio of engagements that are strategically aligned and agreed within their geography.
Leadership
• Understand the SAP strategy and communicate a clear vision of the future: discuss, explain and actively promote the vision within their market unit and to their customers
• Align the CS&D strategy to their geography and drive adoption across all segments
• Represent SAP and CS&D in internal and external events, partner and customer interactions
• Strong leader at both the strategic and tactical levels, sees and articulates the bigger picture
• Sound knowledge of the SAP market and competition; a strong negotiator who has experience in ensuring customer success and reference - ability as well as supporting profitability targets
• Solid understanding of the operational and financial aspects of running a services business. P&L awareness and ownership
• Create trusted relationships with strategic customers and partners
• Solid understanding of the innovation technologies landscape and trends.
• Ability to cover those topics in public events and customer conversations.Delivery Excellence and Management
• Executional Excellence: Ability to consistently achieve results and exceed targets
• Champion an environment where the team is transparent in providing oversight across all engagements.
• Understanding of the SAP implementation principles in different methodologies and able to articulate this clearly to customers
• Tightly monitor geographies revenue, margin and contribution, take corrective action to ensure commitments are met. Monitoring profit dilution, correct distribution of revenue and costs, including distributed and undistributed revenue
• Evaluate complex situations accurately and identify viable solutions that create successful and predictable outcomes for their engagements and customers, balancing SAP objectivesOperational Excellence
• Ensure transparency and predictability of the business on all levels.
• Maintain highest standards of business integrity and compliance.
• Ensure tracking and realization of the financial targets and other KPIs at each level of the P&L within their geography down to individual levels
• Workforce Management including Supply, Demand and Forecast Management.
• Effective resource planning and allocation across their accounts – matching the right capability and skills to the right customer engagement
• Understand Partner Management aspects relevant to their geography and individual customers and assist with implementation of partner management strategy• Work on a clear and structured Go-to-Market strategy for the geography
• Grow the business together with Customer Success teams within the geography by identifying opportunities, scoping customer needs, and deploying solutions that will meet the expected outcomes
• Collaborate with Service Portfolio Management and drive the success of new service offerings and delivery models
• Develop and execute the people agenda aligned with the SAP strategy and CS&D priorities
• Set clear team goals that are directly linked to their geography goals
• Monitor team performance and report on metrics with clarity and consistency
• Recognize high performance and reward accomplishments through the SAP programs offered
• Serve as mentor / advisor / decision-maker to leaders within your geography for issues related to corporate politics, external politics, client relations, and delivery excellence
• In-depth understanding of SAP’s strategy and market position
• Strong strategic thinking and decision-making skills
• Profound understanding of Digital Transformation and its impact on customer business and the relevant vendors such as SAP
• Demonstrate a high level of maturity and self-confidence in order to interact with high-level executives, inside and outside the company and often in a boardroom environment
• Strong process-orientation and organizational change skills
• Outstanding communication and networking skills
• High ambition, drive for, and focus on results and execution
• Experience managing a geographically and culturally diverse team
• High level of flexibility, integrity, and confidentiality
• Excellent verbal and written language skills in English
• Be an excellent listener and communicator capable of articulating and simplifying complex situations with a focus on action both verbally and in writing.
• Ability to utilize a combination of formal authority and persuasion skill sets to invoke action
• Liaison and consultative skills: negotiating and conflict management skills
• Excellent time management and priority management, especially is distressed periods and situations
• Ability to train, mentor and develop team members in portfolio, program and project management methodologies and their application• Strong stakeholder management and influencing skills, enduring focus on Customer Success.
• Proven experience in successfully leading cross functional teams without authority / in a matrix construct
• Experience in leading and managing a diverse and territorially distributed team in a matrix structure
• The ideal candidate would have around 10 years of relevant and current experience with running a professional services organization in SAP environment. This must include SAP’s newer technologies.
• Proven ability to drive delivery execution within their area of responsibility, proficiency in aligning cross-topic objectives and approaches within a matrixed organisation
• Solid knowledge of key SAP solutions and respective industry business process understanding

• English: Fluent
• Indonesian: Fluent
• Bachelor degree or equivalent work experience
• MBA highly desirable

• No Relocation
• Local Hiring only