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. 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.
Summary & Role Information: SAP Cloud Application Services (CAS) provides a wide range of services for managing business processes and application logic, data layers, application security, software releases, performance, integrations, and adoption accelerators through a subscription. Our application experts are engaged across the customer lifecycle to understand customer needs, helping to define and scope elements and outcomes aiming at delivering service excellence.
We are seeking a motivated and dynamic professional to join our team as an Application Service Manager (ASM). The ASM will play a crucial role in driving customer engagement, promoting service excellence, and upselling CAS offerings. This professional will also be responsible for managing the CAS engagement across the customer lifecycle and ensuring successful service delivery in line with customer expectations and satisfaction.
As an Application Service Manager you will: Be responsible for ensuring that the services provided to customers meet the highest standards of quality by creating a seamless and efficient customer experience.Continuously look for ways to optimize and improve the services provided to customers, proactively identifying areas for innovation and adoption of new technologies or methodologies.Create and maintain a success service plan, outlining the resources, activities, and timelines required to deliver the service successfully.Drive customer engagement and upsell CAS offerings by identifying opportunities for cross-selling and collaborating with other teams.Ensure successful execution of the CAS engagement, including meeting margin and revenue targets, exceeding customer expectations, and achieving high levels of customer satisfaction.Collaborate closely with other SAP stakeholders to ensure alignment and coordination across all aspects of the customer engagement.Orchestrate communication throughout the entire engagement, ensuring that all stakeholders are informed and engaged.Oversee and lead the entire customer lifecycle, including transition, onboarding, stabilization, operations, and offboarding.Create and maintain the operations manual to ensure consistency and efficiency in service delivery.Experience (Role Requirements): Bachelor's degree in IT & Business Management, Engineering, or a related field.8+ years of experience in customer account services, relationship management, or a similar role.8+ years of hands-on experience in at least one SAP Solution Area (e.g., S/4 Hana – FI, MM, SuccessFactors, BTP).Excellent documentation, communication, facilitation, and interpersonal skills with a proven track record of driving customer engagement.Strong understanding of operational and financial metrics.Ability to manage multiple priorities and work effectively in a fast-paced environment.Experience in creating and maintaining service plans and operations manuals.Team motivation and availability to join global team meetings and actively collaborate on global initiatives.Experience working with diverse teams.We win with inclusion SAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone feels included and can run at their best. We believe we are made stronger by the unique capabilities and qualities that each person brings to our company.
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, sexual orientation, gender identity or expression, protected veteran status, or disability.
Requisition ID: 407364 | Work Area: Information Technology | Expected Travel: 0 - 20% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.
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