Application Service Manager (Asm)

SAP; São Paulo; Presencial; BRL 437.000 - 547.000; Tempo integral

Resumo da oferta

A global software company is seeking an Application Service Manager in São Paulo. The role involves ensuring high-quality service delivery and fostering customer engagement, including upselling opportunities for SAP solutions. Candidates should hold a Bachelor's degree in IT or Business Management and possess solid experience in customer services and relationship management. The position emphasizes teamwork, communication skills, and a strong understanding of SAP software.

Serviços

Continuous learning opportunities

Great benefits

Focus on wellness and inclusion

Qualificações

• Solid experience in customer account services or relationship management.
• Experience in SAP Implementation Projects.
• Proven track record of driving customer engagement.

Responsabilidades

• Ensure quality services meet customer expectations.
• Drive customer engagement and upselling opportunities.
• Create and maintain a success service plan with the customer.

Conhecimentos

Customer account services

Relationship management

SAP Solution Area knowledge

Project Management

Communication skills

Team motivation

Formação académica

Bachelor's degree in IT & Business Management, Engineering or related field

Ferramentas

SAP software

Descrição da oferta de emprego

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.

Locations: Sao Paulo and / or Sao Leopoldo - Brazil

Summary & Role Information

SAP Cloud Application Services (CAS) provides a wide range of services for managing business process and application logic, data layers, application security, software releases, performance integrations and adoption accelerator through a subscription. Our application experts are engaged across the customer lifecycle to understand customers’ needs, helping to define and scope elements and outcomes aiming at a delivery of service excellence.

We are seeking a motivated and dynamic professional to join our team as a 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. You will work to create a seamless and efficient customer experience by coordinating various aspects of the engagement. (Promote service quality excellence and one‑stop CAS experience)
• Continuously look for ways to optimize and improve the services provided to customers. You will proactively identify & engage areas for innovation and adoption of new technologies or methodologies that can enhance the customer experience through SAP solution and / or services. (Point out proactively optimization, innovation, adoption and potential improvements to customer)
• Work to create and maintain a success service plan outlining the resources, activities and timelines required to deliver the service successfully. You will be responsible to build with the customer their CAS journey discussing about their contracted application / services and how to better achieve it. (Service Plan Creation & Maintenance)
• Play a key role in driving customer engagement and (upselling) CAS Offerings. They will work proactively to identify opportunities for cross‑selling and up‑selling collaborating with other teams to expand the customers use of SAP’s Portfolio & Services. (Driving CAS engagement as a trailblazer and upsell SAP’s products and service portfolio)
• Be responsible for ensuring the successful execution of the CAS engagement including meeting margin and revenue targets exceeding customer expectations and achieving high levels of customer satisfaction. (Executing the service successfully)
• Collaborate closely with other SAP stakeholders including those involved in ECS MaxAtt and Preferred Success contracts or any active service contract to the customer to ensure alignment and coordination across all aspects of the customer engagement. (Be aligned with other SAP stakeholders and current contracts)
• Be the central role in orchestrating communication throughout the entire engagement ensuring that all stakeholders are informed and engaged. (Orchestrate communication end‑to‑end in the engagement)
• Oversee & Lead the entire customer lifecycle including transition, onboarding, stabilization, operations and offboarding. You will be responsible for managing the budget ensuring service quality and driving growth throughout the engagement. (Managing the CAS engagement across the customer lifecycle)
• Be responsible for creating and maintaining the operations manual to ensure consistency and efficiency in & Maintenance)

Experience (Role Requirements)

• Bachelor’s degree in IT & Business Management, Engineering or a related field
• Solid experience in customer account services, relationship management or a similar role
• Solid hands‑on experience in at least one SAP Solution Area (e.g. S/4HANA FI/MM SuccessFactors BTP)
• Solid Knowledge in SAP Portfolio & Offerings
• Solid experience in SAP Implementation Projects / Project Management and / or Managed Services
• Excellent documentation, communication, facilitation and interpersonal skills
• 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, availability to join global team meetings and to actively collaborate on global initiatives
• Experience working with diverse teams
• English is a must; Spanish is nice to have

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 focuses on health and well‑being and flexible working models to 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.

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.

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 the Recruiting Operations Team.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, etc.), 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.

Requisition ID: 437959
Work Area: Consulting and Professional Services
Expected Travel: 0% - 10%
Career Status: Professional
Employment Type: Regular Full Time
Additional Locations: #LI-Hybrid

Required Experience: Manager

Key Skills: Accounts Reconciliation, Account Development, Attorney At Law, Corporate Risk Management, Activex, Jni

Experience: years
Vacancy: 1