Delivery Executive

1 month ago

Dubai, United Arab Emirates SAP Full time

**We help the world run better**

As the SAP CSS organization, we help customers to innovate fast and realize the business benefits from their SAP investments. We are looking for a **Delivery Executive** to focus on our largest strategic accounts in the EMEA South region. She/he needs to have the qualification and business acumen to manage large scale, high risk, accounts, stakeholders and delivery teams that span organizational and national boundaries including multiple business units and multiple service partners/vendors. This is to be performed based on the business strategy and the desired results: customer value driven, outcome oriented, in-scope, on-budget, on-schedule, and consistent with quality standards.

She/he is expected to be able to:

- Manage Strategic Customer Engagements directly
- Sponsor of Strategic Customer Strategy
- Defining a Framework on best practices and the CSS Cloud Transformation which supports the Region to deliver customer outcome and to satisfy the important customers
- Liaise and coordinate with regional/global Customer Success/Customer Success Stakeholders
- Pro-active, problem solving, "can-do" attitude and “customer first” mindset.
- Ability to de-escalate customers by ordering, structuring, and bringing in the management's attention to a major incident or a problem

The SAP Delivery Executive is responsible for supporting our customer’s transformation strategy through the management of cloud, on-premise or hybrid implementation initiatives. Most projects will utilize agile/activate methodologies. She/he has the qualifications and business acumen to manage large-scale strategic projects that span organizational boundaries including multiple business units and service partners. She/he develops into providing leadership to cross-functional teams responsible for delivering defined project outputs to time, budget and project quality criteria. Furthermore, the new colleague is responsible for the success of assigned projects by ensuring adherence to SAP’s Activate project management methodology and best business practices, provides mentoring to the project team members, status communication and updates both to the customer and SAP management.

**PURPOSE AND OBJECTIVES**

As a crucial part of SAP's total solution delivery strategy, SAP focuses on the overall success of customers' SAP solutions.

**EXPECTATIONS AND TASKS**:
**Sales cycle**
- Build credibility / trust with customers
- Assist the SAP license sales and service sales teams in closing of software or services deals by providing oversight on implementation planning & estimating and coordinating multiple SAP Lines of Businesses and partners as required (Bid Management).

**Delivery**
- Set-up and lead all phases of the project lifecycle, including planning, design, development, testing, implementation, documentation, training, and closure.
- Work with Customer Stakeholders, Partners and SAP Management to effectively manage and lead projects to ensure successful completion and significant impact on customer business KPI.
- During implementations, manage overall services relationship, steering committee and project office, between customer, partner and SAP to ensure that projects are delivered on-time, within budget and with the highest levels of customer satisfaction through billable consulting.
- Manage expectations on the development of solid project plans, with milestones and clear deliverables (in IT and business terms), handling risks, issues and objections.
- Select, direct and develop your team members in accordance with the project goals.
- Willingness to travel also internationally.
- Oversees the customer engagement journey and ensures effective governance and alignment across multiple internal and external stakeholders such as SAP Services, SAP Product support, Partners and customer’s System Integrators or other Hosting Partners
- Actively oversees and drives cloud transformation agenda with key client stakeholders
- Maximize the customer success by helping to manage complexity, ensure stable operations, mitigate risk and lowering total cost of operation, support customers on their journey to the intelligent enterprise
- Continually tries new and better ways to do things and actively brings a broader lens of customer and risk management into their decision making
- Perform administrative tasks required to manage the engagement (staffing, reporting & controlling)
- Actively participate in the governance meetings with customers and other SAP stakeholders (extended account team) and provides direction to the teams on delivery
- Ensures effective end-to-end customer engagement and governance is applied across including commercial arrangements (costs and profitability), customer expectations, delivery team success, customer reporting
- Enable delivery teams to Deliver best through proactive mindset and de-escalate critical customer situations
- Enable regular customer satisfaction feedback
- Enable SAP

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