SAP IBSO Services Engagement Expert - ANZ 

Australia, Victoria, Melbourne 

544963673

Core tasks:

• Understanding the customer’s business goals and spot opportunities to introduce CSD, CAE
• Support sales pursuits with end-to-end service proposals, driving internal approvals from all internal approvers (regional and global, as needed)
• Determine Engagement Setup, Strategy & Governance
• Customer Stakeholder Management, including c-level interactions.
• Engagement Development, Management & Planning of services to be delivered (establish an Engagement Roadmap with detailed KPIs)
• Management of commercial aspects of engagements for customer satisfaction, and references
• Accountability for financial aspects of the customer engagement including forecast accuracy, revenue achievement, run rate, and margin.
• Engagement Delivery: Definition and Coordination of services to be delivered via SAP-Organization (e.g., CIS Delivery.), including resource management & governance.
• Anticipation and identification of risks and top issues, including mitigation planning.
• Escalation Management for critical situations
• Documentation and reporting of engagement status.
• SAP Internal Stakeholder Management

Customer Understanding and Opportunity closure

• Analyse current customer situation, maturity of SAP solutions
• Understand the strategic direction of the customer and the industry sector the customer is operating in
• Watch SAP innovation, the market and technology development to identify innovation potential for the customer.
• Craft value-based proposal with extended team for service offering and win service contract.

Engagement Setup

• Align and refine the scope of the engagement with the customer.
• Define and agree with customer on engagement roadmap, innovation roadmap, adoption targets, engagement focus areas, and high-level delivery plan
• Drive agreement on goals and Key Performance Indicators (KPI) for the engagement with the customer
• Define initial action and service delivery plan with the customer as the starting point for the engagement.

Engagement Governance

• Align with account team to define and position collaborative service offerings from SAP.
• Align with other internal stakeholders as required.
• Facilitate executive meetings, provides an overview of the engagement contribution to demonstrate the value delivered.
• Manage engagement performance regarding delivery standards and KPI

Engagement Development

• Within own area of responsibility identify opportunities at the customer and create a value proposition
• Drive customer retention and service engagement renewals
• Drive positioning of SAP's strategic initiatives and focus topics to the customer

Customer Relationship Management

• Establish a trusted relationship with customer.
• Own the communication for all engagement related topics between the customer's organization and SAP during the engagement lifecycle.
• Capture customer experience (reference calls, videos, success stories, etc.)

Engagement Management and Planning

• Own and manage the customer entitlement while adhering to entitlement or contract guidelines.
• Know relevant SAP service delivery portfolio for accelerating adoption and maximizing the customer value whilst supporting SAP delivery efficiency.
• Define and align a long-term engagement plan based on customer’s projects and top issues.

Anticipation and Identification of Risks and Top Issues

• Identify and assess potential issues and risks related to services and solutions, and associated business processes and customer initiatives.
• Provide advice on issue resolution or risk mitigation.
• Create an action plan for root-cause analysis and resolution of the customer's issues and top issues.
• Prepare executive briefing to provide background and status on high profile customer top issue(s)

Escalation Management for Critical Situations

• Understand and judge importance of all issues raised, and recommendations given to the customer.
• Condense issues to top issues and ensure resolution thereof according to engagement deliverables.
• Escalate and manage critical situations to SAP and customer top management when required.
• Identify churn or maintenance at risk situations and coordinate measures to reestablish customer's trust in SAP.

Engagement Delivery

• Manage execution of the engagement plan by aligning, scheduling, scoping, ordering, and supporting the delivery of Customer Innovation services
• Follow up service deliveries to ensure value realization and visibility of value delivered to customer.

Documentation and Reporting of Engagement Status, Action, and Value

• Regularly report the status of engagement deliverables, accomplishments, and value to the customer
• Ensure up-to-date customer information and status is captured in respective systems

Internal Feedback

• Leverage existing channels to provide input to the SAP organization to optimize solutions or offerings.
• Provide feedback to processes and highlight improvement potential for SAP engagements.

Experience and Educational Requirements:

• Can effectively resolve or drive resolution in a structured manner for problems that require the creation of new and innovative approaches.
• Understands enterprises of larger size and their solution landscape and contributes to the solution of critical customer issues.
• Has a very good understanding of the SAP technology, solutions, and services
• Has an excellent understanding of SAP tools and processes.
• Has an advanced understanding of cloud delivery principles and methodologies,
• Bachelor’s degree in computer science, Science, Mathematics, Engineering, or similar & minimum of 15 years of experience in service delivery and presales.

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