We help the world run better
At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.
With the Customer Service & Delivery board area, the mission of the Enterprise Cloud Services (ECS) organization is to Run Customers on Cloud, Simplify Cloud Consumption and Ensure reliability with high Customer Satisfaction. Within ECS, Partner management team is supporting partners in delivering RISE offering. Team manages the relations and the complete lifecyle of partners from strategy to support.
The Partner Management Organization has the following priorities:
- Build and operate a world-class, efficient, and reliable organization to support our partner-delivered customers' journey toward their next-generation business
- Help SAP customers realize the innovation power of SAP HANA and the SAP Cloud on a continuous basis
- Accelerate innovations on the SAP HANA platform (SAP Business Suite powered by SAP HANA, industries, and high value apps)
- Ensure the provisioning of system landscapes, installation of applications, and performance of upgrades & migrations by partners
- Provide project management and technology consulting for all partner-delivered ECS Projects
- Act as the main interface to the customer project team to ensure effective communication
Within our team, we practice a trust-based working model. If you need to work flexibly from another location or at another time you can do so given your manager’s agreement.
The Role:
As a Governance & Program Manager of ECS PM PCoE team, he/she ensures the organizational orchestration of the partners’ delivery procedures into the SAP ECS standard operations. He/She works as an interface between SAP’s Customer Engagement team and the Technical Project Managers to ensure smooth operations of SAP ECS Partner managed cloud landscape and problem management to enhance the future values of SAP Enterprise Cloud Services.
As Governance and Program Manager you are responsible for the following tasks:
- Managing the relations with partners and the customer-facing teams at SAP.
- Managing partner-delivered engagements (e.g., ECS partner onboarding, sales-to-delivery handover process, and Internal customer engagement handover process).
- Solving real-world issues on service delivery while having a firm understanding of the contractual obligations, legal aspects, process & operational know-how; not deviating from the technical architecture.
- Responsible to devise innovative solutions after analyzing customer scenarios/requests
- Manage documentation of ECS Partner delivery process and governance
- Defining operational procedures & processes with the partner, based on SAP ECS standards
- Ensure knowledge transfer and enablement of partners and SAP Internal Teams
- Drive the continuous improvement of delivery procedures
- Knowledge management of Partner collaboration tools
- Become a single point of contact for all non-technical topics and service delivery, being in continuous alignment with the partner and responsible for the program management from build to run and also during the lifecycle of the customer
- Deliver onsite presence to the partner/customer site to ensure effective and successful project delivery.
- Conduct the last line of defense for the ECS customer-facing unit for partner-delivered customer escalations.
- Support continuous improvements for ECS partner delivery processes based on critical customer feedback.
What you bring :
Required skills:
- Experience on project management aspects
- Fair knowledge on SAP BASIS skills – SWL Tools, Migrations, Upgrade/Updates
- Good understanding on ITIL concepts
- Very good understanding of SAP HANA and SAP Products
- Team player, proactive networking attributes, results and execution focused
- Strong intercultural business and team skills, with proven ability to effectively manage a virtual, multi-cultural/ cross-functional team
- Actively manage project escalations
- Strong communication and presentation skills
- Fluent in English - Any other language is a plus
- Ability to balance multiple priorities and work under time pressure
Preferred skills:
- Good overview of the SAP Enterprise Cloud Services Offerings
- Understanding of SAP Next Generation solutions and services (Analytics, BTP, Cloud, Mobility, HANA, Sybase)
- Perspective on current Cloud Hosting trends
- Be able to lead Quality Assurance reviews and Lessons Learned sessions (internally/externally)
Work experience:
- Total years of industry experience: 10+ years
- Relevant Experience on customer facing, processes, de-escalations: min 3 years
Meet your team
Our Mission:
Extend SAP cloud capabilities by enabling a world class partner community with stability, quality, and profitability – leading to high availability service, improved margin, and stakeholder satisfaction for the customer's journey with SAP Enterprise Cloud Services.
What we do:
Save cost and reduce risk with contract management, deal and opportunity guidance to sales, and successful customer launch.
Manage our Premium Suppliers and engage with hyperscaler (AWS, MS Azure, and Google Cloud Platform) to provide world class SAP Enterprise Cloud Services
Equip premium suppliers to deliver SAP Enterprise Cloud Services according to SAP standards and to customers’ standards.
Onboarding and enablement of Premium Suppliers, run partner training and certification programs, consult partners during customer onboarding & critical situations, ensure partner compliance and certification
#SAPECSCareers
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 and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.
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.
Successful candidates might be required to undergo a background verification with an external vendor.
Requisition ID: 431242 | Work Area: Software-Design and Development | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.