Customer Services & Delivery Market Unit UKI Head, Consulting Business in Feltham

The Customer Services & Delivery (CS&D) Market Unit (MU) UKI Head is a Senior leader responsible for driving the CS&D strategy in the region and executing SAP’s goal to be #1 Cloud and Business AI company, while shaping and executing RISE with SAP, Cloud Adoption and driving innovation with SAP customers.

As CS&D MU UKI Head you will have overall end-to-end responsibility of CS&D business success, business transformation and customer success at MU level. In addition, this leader has a strong focus on achieving financial results (revenue and margin) while ensuring delivery excellence and enabling our customers to realize true business value of SAP’s innovations.

Key priorities:

• Accelerate Cloud and Business AI growth in the region
• Accelerate Cloud success in the region via strong Adoption & Consumption focus
• Shape and execute the services transformation to the cloud, including SAP Business AI Platform success
• Shape and successfully execute the CS&D strategy in the region in alignment with the SAP’s strategy
• Accelerate workforce transformation and skills readiness to support services transformation

The MU UKI CS&D Head is a key member of the regional CE&A leadership team, partnering closely with other L3 senior leadership to define and execute joint GTM activities, adoption initiatives, and to ensure business success. This leader represents CS&D organization in customer interactions at C-Level, partner ecosystem, public events, and SAP-internal activities within the MU and beyond. As a people manager, the CS&D MU UKI Head coaches and develops teams to reach their full potential.

Responsibilities

Leadership:

• Understand the SAP strategy and communicate a clear vision of the future: discuss, explain and actively promote the vision within the region, and to customers.
• Align the CS&D strategy to the Market Unit and drive adoption across all segments.
• Act as a member of the region management teams. 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 C-Level customer conversations.

Delivery Excellence and Management:

• Executional Excellence: Ability to consistently achieve results and exceed targets.
• Champion an environment where Market Unit Business Managers are transparent in providing oversight across all engagements, from the initial bid process to project completion, by working closely with their direct reports, CS Sales, Services Sales, Delivery Management Office, and other stakeholders.
• Understanding of the SAP implementation principles in different methodologies and able to articulate this clearly to customers.
• Tightly monitor regional and Market Unit revenue, margin and contribution, take corrective action to ensure commitments are met.
• Evaluate complex situations accurately and identify viable solutions that create successful and predictable outcomes for their engagements and customers, balancing SAP objectives.

Services Sales:

• Accelerates the market penetration with the new Services and Support Portfolio
• Develop, in strict collaboration with MU MD UKI a strategic growth plan for Services Sales, including an operational roadmap; execute through the regional structure.
• Steer performance and financial results of Services Sales.
• Own the regional Services sales booking number, in collaboration with the MU UKI MD
• Innovate on commercial and, with CS&D and Partner organizations, delivery models.
• Drive the full Services Sales portfolio within the MU Services Sales organizations.
• Drive consistency, simplicity, speed, customer value realization and elevated customer experience.
• Work with MU to drive a successful end-to-end services engagement.
• Serve as Executive sponsor on key, global, strategic customers, and engagements.

Operational 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 the MU down to individual levels.
• Workforce Management including Supply, Demand and Forecast Management. Effective resource planning and allocation across their accounts.
• Understand Partner Management aspects relevant to the MU and individual customers and assist with implementation of partner management strategy.

Sales and Business Development:

• Develop a clear and structured Go-to-Market strategy for the MU.
• Grow the business together with Customer Success teams within the MU by identifying opportunities, scoping customer needs.
• Collaborate with Service Portfolio Management and drive the success of new service offerings and delivery models.

Team management:

• Develop and execute the people agenda aligned with the SAP strategy and CS&D priorities.
• Monitor team performance and report on metrics with clarity and consistency.

Expertise:

• In-depth understanding of SAP’s strategy and market position.
• Strong process-orientation and organizational change skills.
• Outstanding communication and networking skills.
• High ambition, drive for, and focus on results and execution.
• Experience managing and interacting with a geographically and culturally diverse team.
• High level of flexibility, integrity, and confidentiality.
• Excellent listener and communicator capable of articulating and simplifying complex situations.
• Liaison and consultative skills: negotiating and conflict management skills.
• Ability to train, mentor and develop team members, ensuring they run at their best.

Experience:

• Experience in leading a MU or regional business unit with holistic General Manager responsibility.
• Strong stakeholder management and influencing skills, enduring focus on Customer Success and experience in engaging with the C-suite.
• Experience with managing a sizeable P&L.
• Experience in leading and managing/interacting with a diverse and territorially distributed team in a matrix structure.
• Relevant and current experience in 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.

Key Competencies:

• Customer Focus: strong focus on the customer and customer success outcomes.
• Customer Success Leadership: Track record of 7+ years of national/international leadership in Services/Sales areas. Solid line and dotted line organization management manifested by high leadership trust score and employee engagement score. Fosters belonging, accountability, transparency and trust.
• Business Transformation: Track record of translating transformations and strategy into execution & measurable business success, with focus on services delivery towards customers success transformations and track record of significant delivery efficiencies.
• Business performance: ability to deliver against financial and non-financial business goals.
• Strong stakeholder management and influencing skills.
• Proven experience in successfully leading cross functional teams without authority / in a matrix construct.
• Relevant and current experience in running a professional services organization in SAP environment. This must include SAP’s newer technologies.
• Solid knowledge of key SAP solutions and respective industry business process understanding.
• Regional exposure within the respective region.
• Strong strategic thinking and decision-making skills.

Other Language: Fluency in English

Education: Bachelor’s Degree or equivalent accreditation required; Master’s Degree or MBA Preferred.

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