Roche Delivery Partner Role (f/m/d)

Job Description

We help the world run better
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

The Delivery Partner for F-Hoffmann LaRoche serves as trusted Customer Services & Delivery (CS&D) partner to manage a sustainable and long-term engagement holistically across all lines of service. Key Responsibilities & Tasks

Key Areas of Responsibility:

SAP’s Strategic Customer Program (SCP) includes our largest accounts globally. Through a collaborative engagement model and top executive attention, SCP accounts engage in a balanced, sustainable partnership for future growth, delivering innovation while lowering time to value. These accounts are at the leading edge of adoption and co-innovation, embarking on a digital transformation journey.

• BE ACCOUNTABLE FOR BUSINESS TARGETS - meet account specific P&L and services revenue targets; grow services revenue, drive solution adoption and create opportunities in license sales, including custom development projects, 3rd party and cloud solutions
• DEMONSTRATE LEADERSHIP - provide thought leadership, build successful engagement teams, and ensure success of our clients by aligning strategy with IT, following Customer First methodology
• E2E Delivery - lead engagements end-to-end through all delivery phases – project, support, optimization, developing a holistic understanding of the customer’s environment, current state and goals, industry challenges, and key business drivers
• This position has high levels of exposure within SAP, the industry, and our market-leading customer.

Be accountable for business targets:

• Is accountable to meet own P&L, drive overall customer revenue consumption and margin
• Identifies customer problems and pain points that can be addressed through Premium Engagement/Active Embedded offerings including value assurance packages and actively positions value of such offerings with customer
• Is accountable for the quality of services delivery plans across all lines of services as well as Premium Engagement renewals and/or project change requests
• Drives customer loyalty and satisfaction via successful outcomes and represents CS&D – one face to the customer
• Provides transparency of customer status towards all lines of organizational management

Demonstrate Leadership

• Provides governance and visibility across entire relationship with customer
• Strategically develops the customer along the defined value-based innovation roadmap and creates and positions thought leadership relevant to the customer’s industry:
• Orchestration role across all other SAP roles involved in the account, and is the escalation point for all issues with regards to the Service & Support engagements
• Aligns and partners with Services Account Executive (SAE) in identifying, developing and reviewing proposals for expanding SAP’s footprint
• Ensures an early, End-to-End involvement in the customer sales cycle to ensure a proper attach and the positioning of SAP Services and further strategic CS&D topics including After-Sales lifecycle and relationship with the customer, Maintenance and Renewal

Ensures E2E Delivery

• Is responsible for the end-to-end delivery of services & support, including orchestrating the delivery for Cloud LoB Solutions
• Is to make sure what was sold gets delivered (in time & quality), the revenue gets consumed, software utilized, and the profitability is managed.
• Acts a customer SPOC for all Lines of Service delivery and is owner of customer relationships for CS&D LoB

Additional Competencies and Skills:

• Exceptional leadership, organizational and interpersonal skills; the ability to work well with people from different disciplines with varying degrees of technical experience; competence in clear concise and tactful communication with senior executive management, clients, peers and team members.
• Strong writing, mentoring, decision making, communication, and meeting facilitation skills; ability to utilize a combination of formal authority and persuasion skill sets.
• CxO level communication skills / senior stakeholder management and excellent executive presence
• Entrepreneurial mindset and highly developed business acumen (CS&D P&L knowledge) with strong customer focus and empathy for customer situation
• Experience in Value Management and Realization
• Knowledge of the strategic and operational issues of engagement management, program management and project management.
• Strong knowledge of SAP’s Digital Transformation Strategy, our Service and Support offerings (e.g. Premium Engagement, Max Attention, Value Assurance Packages)
• Liaison and consultative skills: negotiating skills within a context of high political sensitivity and conflicting interests.
• Adaptability and flexibility to manage deadline pressure, ambiguity and change.

Experience & Language Requirements

Soft Skills. Highest level of:

• Stakeholder management and influencing skills, including managing expectations, conflicts and escalations
• C Level Communication & Presentation
• Facilitation & Negotiation, Leadership & Management

SAP Expertise

• Overall SAP Corporate Strategy and SAP Product Strategy Knowledge
• Overall SAP Service & Support offerings
• Knowledge of the latest SAP Strategy
• SAP Product Portfolio (on premise and cloud solutions, S/4HANA) / SAP standard solution and service offerings
• RISE solutions and services
• Industry Solutions (in related Practice area)
• SAP Product Roadmap (in related Practice area)
  

Languages:

• English: Fluent
• Fluency in additional languages a distinct advantage

Education

• Required university degree, preferably in commerce, engineering, information technologies or equivalent training and job experience.
• Master’s degree, preferably in commerce, engineering, information technologies or MBA an asset

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 world.

SAP is committed to the values of Equal Employment Opportunity and provides 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.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

Successful candidates might be required to undergo a background verification with an external vendor.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 444126 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 50% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid