Customer Success And Delivery : Market Unit Head, India

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Global Job : Summary
Customer Success and Delivery (CS and D) Market Unit Head is
a senior leader responsible for implementing the agreed CS and D strategy in their Market Unit. They have overall accountability at country level for managing a wide spectrum of services delivery ranging from expert consulting: cloudified services, premium engagements to innovation services and solutions in a holistic manner. This leader has a strong emphasis on customer success and delivery excellence in combination with a focus on managing the P and L for their results (revenue and margin) whilst maintaining employee trust and engagement.
This leader represents the CS and D organization in customer interactions, with a focus on C:Level, partner ecosystem, public events, and SAP:internal activities within their Market Unit.
The successful Head of CS and D has a clear understanding of SAP strategy, current priorities and strategic aspirations, and transforms them into an actionable plan, organize and inspire their organization to execute and implement the strategy. Further, this role will actively focus to drive Clean Core for our customers and rally around the AI agenda ardently: in line with the SAP strategy.
With the qualifications, experience and business acumen in managing a diverse and territorially distributed team in a matrix structure, and managing relationships with senior external and internal stakeholders, this person can manage a regional Profit and Loss (P and L) of more than
EUR xx m, as a portfolio of engagements that are strategically aligned and agreed within each Market Unit.
The leader has overall accountability for their delivery portfolio performance month:on:month, year:on:year. They ensure that all Key Performance Indicators (KPIs) are understood and consistently cascaded down to their teams. These are tracked and managed in accordance with the established governance framework and cadence. Where targets are identified as being at risk, the CS and D Market Unit Head works directly with their Market Unit Business Managers to define and drive improvement initiatives to achieve them.
A competent and recognized people manager, the CS and D Market Unit Head coaches and develops their team to reach their full potential and achieve personal success.
Key Responsibilities and Tasks
Key Areas of Responsibility and Tasks
Leadership
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Understand the SAP strategy and communicate a clear vision of the future: discuss, explain and actively promote the vision within their market unit and to their customers
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Align the CS and D strategy to their Market Unit and drive adoption across all segments
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Act as a member of the Market Unit and regional management teams. Represent SAP and CS and D in internal and external events, partner and customer interactions
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Strong leader at both the strategic and tactical levels, sees and articulates the bigger picture
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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
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Solid understanding of the operational and financial aspects of running a services business. P and L awareness and ownership
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Create trusted relationships with strategic customers and partners
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Solid understanding of the innovation technologies landscape and trends. Ability to cover those topics in public events a
Job Type: Permanent