Senior Director HCM Service Delivery Strategic Accounts SAP Sydney Melbourne

Job Description
Quality Delivery
Management of end to end service delivery outcomes to strategic accounts
Ensure data is accurate and consistent prior to customer launch of solutions.
Ensure client SLA’s are met through ensuring appropriate KPI’s are in place with the delivery functions and tracking to such KPIs is completed throughout delivery.
Gather operational process improvements suggested from customers and from escalation RCA’s and work with the Customer Alignment team to ensure these are implemented within the appropriate delivery functions.

Define exit criteria in partnership with customer and ensure expectations are clearly aligned.
Manage customer satisfaction

Responsible for customer satisfaction from a service delivery perspective; measured throughout engagement and upon completion.
Primary point of contact for the strategic clients for Service delivery issues. Be the guardian and role model for our customer relationships.
Be the voice of the customer internally from a service delivery perspective.
Looking after gaps and needs for improvement and improve services together with functional delivery functions in agreement with the customer.
Issue based root cause analysis and remediation in agreement with customer and delivery functions.
As appropriate, take ownership of championing service improvement initiatives driven out of the NPS surveys or other health measures with the delivery functions in partnership with the Customer Alignment team.
For key strategic accounts, build personal relationships with stakeholders and establish regular contact in alignment with the broader SAP account team including Managing Partners, GADs, Client Partners/SAMs, Customer Engagement Executive, AEs, executive sponsors.
Promote Operational Excellence

Work with the Delivery Functions to promote Operational Excellence as a religion in the cloud business.
Sales Support

Build key relationships with regional sales leaders in the HR LOB to free up their time to focus on selling
Foster customer references.
Help transition new business wins from Sales to delivery to ensure continuity with the customers in partnership with the Customer Engagement Executive.
Ensure a smooth transition with the broader SAP account team when the engagement is complete.
Product Management

Provide regular feedback to product management function in partnership with the Customer Alignment team on lessons learnt from clients and areas where product management could improve the customer experience from an on-going delivery perspective as opposed to a feature functionality perspective.

Desired Skills and Experience
University degree or equivalent in IT, HR or Business Administration
At least 20 years of solid HR background with experience in driving HCM system implementation projects & project management
Expertise in Cloud services delivery in respective geography and relevant experience in the definition, planning and delivery and management of technology-based solutions
Proven track record with driving higher customer satisfaction rates within mid to long term service delivery assignments.
Understand the SAP's competitive differentiation
Knowledge or working experience in SAP Business Software would be good to have
English: Fluent; proficient in local language(s) in assigned region as well
He/she would be a strong negotiator and influence internal & external stakeholders
This is either a Melbourne or Sydney based position with a 40-50% travel involved.

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