Job Description

Requisition ID: 222633
Work Area: Customer Service and Support
Expected Travel: 0 - 20%
Career Status: Professional
Employment Type: Regular Full Time
COMPANY DESCRIPTION
SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.
SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.
SAP Concur takes companies of all sizes beyond automation to a completely connected spend management solution encompassing travel, expense, invoice, compliance and risk. For more than 20 years, our global expertise and industry-leading innovation has kept customers a step ahead with time-saving tools, leading-edge technology and connected data.
Position Description
The Implementation Services Manager builds, develops and leads a cohesive consulting team responsible for implementation projects and ongoing configuration changes for SAP Concur’s cloud products in pursuit of customer satisfaction and retention. This leader is responsible for forecasting, allocating, and balancing resources with onshore and offshore team management as well as managing a co-deployment strategy in cooperation with external implementation partners. The Implementation Services Manager assesses the effectiveness of people, processes, and technology and innovates to achieve department goals.
Responsibilities:
+ Co-lead the Australia SMN service delivery practice with the offshore Service Delivery management team in Bangalore
+ Represent the Service Delivery leadership team locally in Australia as Project Sponsor and leader of the practice
+ Align with Sales to evolve the go-to-market offerings (methodologies, services)
+ Align with Client Development to make value visible, increase the number of referenceable customers, and minimize attrition
+ Meet and exceed all deployment and service targets for core Concur Services
+ Plan and budget for departmental responsibilities, effectively and accurately forecast units and head count
+ Determine work priorities in accordance with project schedules, changing work demands, and policies and practices; coordinate resources for project and assign work to internal and client teams as necessary
+ Employee management activities including hiring, terminations, performance appraisals, coaching, career development, cross-training, salary recommendations.
+ Ensure staff and team development through ongoing coaching and development of individuals
+ Work on complex problems where analysis of situations or data requires an in-depth evaluation of various factors.
+ Mentor Consultants by providing coaching, direction and guidance through client escalations.
+ Develop strong cross-functional relationships with other departments including Sales, Client Development, Client Support, R&D, Marketing and Business Development
Core Competencies:
+ Ability to build and develop an effective team of consultants specializing in various services
+ Ability to analyze data that drives metrics for team goals
+ Strong customer-facing communication skills
+ Strategic agility to drive key initiatives within the organization
+ Ability to influence and motivate employees and customers
+ Ability to adapt and manage change
Required Experience:
+ BS/BA or a combination of experience and training equivalent to a four year college degree
+ Experience in a software/services consulting environment, preferably financial services
+ Experience in running a team(s) of consultants
+ Understanding of implementation methodologies and project management in a software company
+ Demonstrated knowledge and/or awareness of relevant technologies and business processes to be able to create credibility as well as be an effective individual and leade
+ Possess effective presentation skills as well as excellent written and oral communications skills
+ Be able to motivate and to build a team, and foster teamwork cross cross-functionally
WHAT YOU GET FROM US
Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that
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