Css Mea North Head of Business Office

3 weeks ago

Dubai, United Arab Emirates SAP Full time

**We help the world run better**

**Position Summary: CSS MEA NORTH Head of Business Office**

**Expected Travel: 0 - 40%**
**Employment Type: Regular Full Time**

**Expectations and Tasks**:
The CSS MEA NORTH Head of Business Office role is a senior strategic role focused on driving business success and ensuring operational excellence across CSS MEA NORTH teams and portfolio. The CSS MEA North Head of Business Office will report to the CSS Market Unit leader and will work closely with the CSS Regional COO, Solution Area LOB leaders, CSS Country leaders, CS Market Unit COO and other stakeholders across Customer Success at the regional and MU level.

The CSS Business Office will drive alignment with stakeholders across CSS and the broader SAP organization and standardize the CSS operating model and cadences to build a high-performance team in delivering predictable outcomes. The critical priorities such as process excellence, workforce planning, employee enablement and engagement to help evolve the team’s engagement across LACE journey with customers to incrementally improve customer life-time value.

Additionally, the CSS MEA NORTH Business Office leader will build, inspire and lead an open, collaborative and diverse teams of solution and delivery excellence, demand generation charter, regional and global program, communication roll outs for the CSS MEA NORTH Market unit.

Background:

- Cloud Success Services team has evolved in last three quarters, The focus of this team is to drive following financial KPI’s CCB, DACV, Booking, revenue and contribution and Strategic KPI across Work force Evolution, Value Realization and Expertise at Scale. This is a pivotal role to bring solution area and the country teams to understand a single franchise framework to drive our strategic and Financial KPI’s

SAP is also a large and complex organization so collaboration and alignment between stakeholders and other business areas is critical, hence the franchise model deployment needs to be efficient so that time spent in front of customer is maximized.

Expected key tasks include:
**Standardize the CSS MEA NORTH operating model**
- This role entails the strategic planning for GTM and Territory planning leading to execution. In the process building high performance culture by leveraging the franchise for success and overcoming the roadblocks which are hampering our ability to grow in a scalable way to meet the increasing needs of the business.
- Streamline and lead robust franchise framework across teams ensuring predictable outcomes across our financial KPI’s CCB/DACV/ Booking / Revenue and Contribution.
- Need to work closely with the business operations team to run effective Business Reviews with regional teams and at market unit level to comprehensively improve the overall process Ensure and champion operational excellence, including standardization, enablement and compliance of processes
- Develop an Enablement Strategy to continually improve the Enablement Experience

**Evolve the alignment model with other SAP organizations**

Align with the ASC / COE organization by:

- Joint Collaboration with team to built innovative solution to drive faster adoption and consumption of SAP Solution by our customers.
- Resource 3-6 month demand forecast to drive delivery excellence and work with Country GM’s to

to jointly drive improvement in the quantity and quality of services provided leading to positive NPS across our portfolio.
Align with CCO and CSP business office CCO team to:

- Establish escalation management process
- Drive joint initiatives to achieve the CCB growth targe

**Requirements**:
Key competencies include:

- **
Highly empathetic, servant leader**: Have an on-the-ground perspective and promote change management with empathy and passion
- ** Strong Network & Collaboration Skills**: Have experience of managing effectively in a networked and matrixed team environment. Excellent at conflict management, setting common interests and collaborating with other departments. Strong network with SAP global colleagues.
- ** Strong PMO skill**: Understand and align the expectations with stakeholders. Acknowledge all the possible resources and constraints from holistic view. Identify the outcome and design, drive, govern the programs.
- **Prefer the innovative approach**:Always approach problem solving with ingenuity, without being constrained by resource constraints
- ** Executional Excellence**: Ability to consistently achieve results and exceed targets.
- ** Communication & Presentation Skills**: Highly skilled in stakeholders’ management and C-Level communications skills. Proven ability to speak to senior executives in SAP.
- ** Multi-organization Experience**: Ability to understand extremely varied cultural and business environments, globally. Good understanding on the latest SAP organization and leadership members and strong understanding of Cloud Success Services Business portfolio.

**We build breakthroug

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