Application Service Manager (ASM)

SAP SE; São Paulo; Presencial; BRL 120.000 - 160.000; Tempo integral

Resumo da oferta

A leading software company in São Paulo seeks an experienced Application Service Manager to drive customer engagement and ensure service excellence. The role involves managing the entire CAS engagement lifecycle while fostering upselling opportunities. Ideal candidates have a Bachelor's degree in IT or related fields, along with solid experience in customer services and SAP solutions. The position offers a chance to work within a collaborative and inclusive environment.

Serviços

Constant learning and skill growth

Great benefits

Collaborative team environment

Qualificações

• Solid experience in customer account services and relationship management.
• Hands-on experience in at least one SAP Solution Area.
• Experience in SAP Implementation Projects or Managed Services.
• Proven track record of driving customer engagement.

Responsabilidades

• Ensure services meet high quality standards and create a seamless customer experience.
• Identify areas for service optimization and innovation.
• Create and maintain a success service plan with the customer.
• Manage CAS engagement and identify upselling opportunities.
• Ensure successful execution meeting margin and revenue targets.
• Collaborate with other SAP stakeholders for alignment.
• Orchestrate communication throughout the entire engagement.
• Oversee the entire customer lifecycle including onboarding and offboarding.
• Maintain the operations manual for consistency.

Conhecimentos

Customer account services

Relationship management

Project Management

Documentation skills

Communication skills

Interpersonal skills

Operational metrics understanding

Team motivation

Diverse team collaboration

English proficiency

Formação académica

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

Ferramentas

SAP Solutions (e.g. S/4 Hana)

Project Management tools

Descrição da oferta de emprego

Overview

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.

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 customer’s needs, helping to define and scoping elements and outcomes aiming a delivery of service excellence.

We are seeking a motivated and dynamic professional to join our team as an 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 customer's use of SAP's Portfolio & Services. (Driving CAS engagement as a trailblazer and up-sell 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 Preffered 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 service delivery. (Operations Manual Creation & 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/4 Hana – FI, MM, SuccessFactors, BTP…)
• 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, 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: [e-mail].

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.

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

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

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