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Newtown Square PA Full Time Posted: Friday, 12 January 2018
Applicants must be eligible to work in the specified location

Requisition ID: 168757
Work Area: Software-Development Operations
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time


As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the Back Office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device - SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

Purpose and Objective

Are you interested in helping world-class enterprises to solve their most complex business challenges, blaze disruptive new trails and bring their company's vision to life?

At SAP Innovative Business Solutions (formerly SAP Custom Development), our mission is to empower visionary enterprises to achieve their greatest goals through software innovation.

Our experts develop unique, leading-edge software solutions in collaboration with our clients - from discovery to delivery - to create tailored, high-value software that is backed by the power of SAP. We make innovation real by using the latest technologies around the Internet of Things, blockchain, artificial intelligence/machine learning, and big data and analytics. And we deliver our solutions quickly by employing an agile development approach.

Join us in helping clients to reimagine their business and create new possibilities that allow them to dream bigger, work smarter and change their worlds.

As part of SAP Innovative Business Solutions support offerings, Premium Support for Custom Solutions (PSfCS) is a key offering as an addendum to SAP customer's existing SAP MaxAttention program. As part of this offering, customers get support for defect resolution and also the SAP MaxAttention/PSfCS services to optimize solutions and safeguard their operations.

For the execution of Premium Support for Custom Solutions (PSfCS) as well as SAP Innovative Business solutions support programs, we are looking for Regional Support Manager (RSM) to manage multiple customer engagements.

This role is part of the SAP Innovative Business Solutions Engineering team, which is chartered with executing and supporting innovative development projects and related services, where success is measured by effectively leveraging our ability to deliver those projects on-time, on-budget and with superior quality of support. As part of the Engineering team, RSM will be responsible for managing multiple customer engagements while adhering to SAP Innovative Business Solutions software development/support methodology.

Position Responsibilities
Manage critical customer situations during local business hours
Take the handover of the issues from SDM (Service Delivery Manager) to be followed up during local business hours.
Coordinate the action plan and provide timely updates to customer/SAP management on critical situations during local office hours as per the project communication/governance plan.
Travel to customer site to manage the situation better, if needed.
Project management activities for support delivery:
Coordinate with SDM/support team to ensure the delivery of support services from the regional team.
Regional point of contact for SAP Premium Support for Custom Solutions (PSfCS) services for the customer/TQM during the time zone for the project.
Manage up to 10 customer support engagements.
Align with SDM on the project governance model and be the regional representative in the governance model.
Assist in executing the action plan and communicate to stakeholders (TQM/EA/AGS Max Sponsor/Customer management).
Lead the regional team in issue resolution and service deliveries while reporting into the SDM in the project structure.
Ensure Quality of Support delivery as well as OSS messages with clear action plans defined for critical issues

Education Qualifications
Bachelor's degree required. Master's degree is desirable, preferably in a related discipline

Work Experience/Skills
Requires 6+ years of professional experience, 3+ years SAP technology experience
Broad experience of managing SAP software development/support projects, implementation projects or equivalent experience. A high-level understanding of an industry process and function in at least one of SAP's distinct industry focuses. Knowledge of the current concepts and strategy of SAP.
Fundamental understanding of Quality and Risk Management aspects.
Strong communication and presentation skills.
Demonstrated ability to navigate well through client, partner and SAP organization and use the network to produce results.
Strong understanding of internal/external political environments with demonstrated success in managing diverse internal/external issues.
Appropriately aggressive, yet cool and respectful, professional presence.
Proactive attitude in managing stakeholder satisfaction to position and secure customer success, and proven skills in customer program governance.
Results driven: confident, thrives on hard work and consistent challenge, and is quick on her/his feet. She/he will be an active partner with other SAP colleagues in formulating action plans and issue resolutions.
Team oriented: able to build strong relationships at every level of the organization and is a strong motivator who knows how to influence and to get others to deliver consistently their best work.
Excellent written and verbal communications skills - Business English.
Strong track record managing in virtual and globally distributed teams and in complex organizational settings.
Adaptability and flexibility to manage deadline pressure, ambiguity and change.

Newtown Square, Philadelphia, PA

Travel Requirements
Ability and willingness to travel domestically and internationally (overall travel average 30%, but can up to 50% based on customer situations.)


To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable 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 (Americas: (see below) or (see below), APJ: (see below), EMEA: C (see below) ). Requests for reasonable accommodation will be considered on a case-by-case basis.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.

Additional Locations:

Newtown Square PA, United States of America
1/12/2018 10:40:47 PM

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