Customer Change Management Lead - SAP

Manav Sansadhan Vikas Salaahkar; Bengaluru; On-site; INR 1,800,000 - 2,400,000; Full time

Benefits offered by this job

Professional development opportunities

Collaborative work environment

Exposure to AI-driven testing practices

Job summary

Manav Sansadhan Vikas Salaahkar is seeking a SAP Customer Change Management Lead to drive adoption of an AI-powered test platform. The role involves stakeholder alignment and ensuring that customers fully embrace modern testing practices.

Your responsibilities will include mapping organizational structures, designing training programs, and building trusted relationships with teams. Candidates should possess a relevant degree and experience in organizational change, particularly with SAP systems.

Qualifications

• 8 to 14 years of experience in organizational change and customer enablement.
• Direct experience with SAP S/4HANA and digital transformation.
• Proficiency in stakeholder analysis and communication planning.

Responsibilities

• Define change management plans for SAP workflows.
• Build relationships with SAP teams and stakeholders.
• Design and conduct training programs and workshops.

Skills

Organizational change management

SAP program structures and testing

Communication and storytelling

Stakeholder management

Emotional intelligence

Analytical thinking

Education

Bachelor's degree in IT, Computer Science, or related

Postgraduate qualification (MBA, Masters)

Tools

SAP

AI-driven testing tools

Collaboration and documentation tools

Job description

Role Overview

The SAP Customer Change Management Lead is responsible for driving early‑stage adoption, stakeholder alignment, behavioural change, and sustainable usage of a proprietary codeless, AI‑powered test automation platform within enterprise SAP programs. The role sits at the intersection of SAP transformation, digital assurance, organizational change, customer enablement, and adoption governance, ensuring that customers do not merely implement the platform but understand, accept, and champion modern AI‑driven testing practices. This is a senior customer‑facing change leadership position expected to work closely with SAP program leadership, QA leaders, business users, customer success, delivery, and product teams. The role contributes measurable value by reducing adoption friction, improving readiness, strengthening executive sponsorship, and helping customers shift from manual or legacy testing approaches to disciplined, scalable, platform‑led assurance practices.

Key Responsibilities

• Define structured change management plans for transitions from manual testing to AI‑driven testing and from legacy tools to the proprietary automation platform.
• Identify stakeholder groups, resistance points, adoption risks, communication gaps, training needs, and intervention priorities across SAP programs.
• Map customer organization structures, decision pathways, power centres, influencers, blockers, and escalation channels to support adoption strategy.
• Build trusted relationships with SAP functional teams, QA leaders, business users, program sponsors, and senior customer stakeholders.
• Secure and maintain executive sponsorship by presenting clear adoption narratives, risk insights, readiness updates, and measurable progress indicators.
• Design and execute role‑based training programs, hands‑on workshops, enablement sessions, reference guides, playbooks, and adoption support materials.
• Simplify complex SAP testing, AI‑driven automation, API‑led testing, data‑driven testing, and platform usage concepts for varied business and technical audiences.
• Guide early usage patterns to promote correct test design, disciplined platform adoption, reusable assets, meaningful automation coverage, and process compliance.
• Prevent shallow adoption, tool misuse, superficial automation practices, and behavioural regression by reinforcing standards and user accountability.
• Develop persuasive communication narratives around why change is required, what benefits users gain, and how modern testing improves program outcomes.
• Run adoption roadshows, leadership briefings, user engagement sessions, success‑story showcases, and impact highlights for customer stakeholders.
• Capture customer feedback on usability, learning gaps, adoption friction, resistance patterns, and enablement weaknesses during early implementation phases.
• Translate field insights into continuous training improvements and actionable recommendations for customer success, delivery, and product teams.
• Partner cross‑functionally with implementation, product, QA, and customer success teams to close adoption gaps and enhance the customer experience.

Required Qualifications

Candidates should possess a bachelors degree in Information Technology, Computer Science, Engineering, Business Administration, Organizational Development, Management, Psychology, Human Resources, or another relevant discipline. A postgraduate qualification such as an MBA, masters degree in Organizational Development, Technology Management, Enterprise Systems, or Digital Transformation is preferred for candidates managing large stakeholder ecosystems. Formal certification or structured training in change management, project management, agile delivery, SAP, testing, digital transformation, or enterprise technology adoption will strengthen suitability, provided it is supported by relevant work accomplishments.

Required Experience

The role requires approximately 8 to 14 years of overall professional experience, including substantial exposure to organizational change, customer enablement, stakeholder management, enterprise technology adoption, SAP programs, digital transformation, QA transformation, or software testing modernization. Candidates should demonstrate direct experience leading adoption or change workstreams within large enterprise programs, preferably involving SAP S/4HANA, SAP ECC, SAP modules, SAP testing cycles, packaged enterprise applications, test automation, customer success, or consulting‑led transformation. Preferred candidates will have handled customer‑facing transformation roles where they influenced executives, trained diverse users, managed resistance, and converted adoption risks into practical interventions. The candidate should be able to evidence practical ownership of adoption plans, readiness tracking, training calendars, user‑segmentation, stakeholder communications, and post‑workshop reinforcement rather than only supporting administrative project coordination. Experience in programs where quality engineering practices were redesigned, manual testers were upskilled, or business users were moved toward structured automation‑led validation will be highly relevant.

Technical and Functional Skills

• Strong understanding of SAP processes, SAP program structures, SAP functional teams, SAP testing landscapes, and end‑to‑end enterprise change cycles.
• Working knowledge of SAP testing practices, regression testing, integration testing, user acceptance testing, defect triage, test data needs, and QA governance.
• Familiarity with codeless test automation, AI‑driven testing, self‑healing automation, API‑driven testing, data‑driven testing, reusable test assets, and cloud‑native platforms.
• Ability to translate platform capabilities into practical adoption behaviours for QA teams, business users, SAP program leaders, and transformation sponsors.
• Competence in adoption planning, stakeholder analysis, training strategy, communication planning, readiness assessment, feedback management, and enablement measurement.
• Proficiency with common collaboration, presentation, documentation, workshop, training, and program‑management tools used in enterprise environments.

Soft Skills and Behavioural Competencies

• Exceptional communication, storytelling, listening, facilitation, executive presence, and consultative influencing skills.
• High emotional intelligence, political awareness, patience, empathy, judgement, and maturity while navigating ambiguity or resistance.
• Ability to build credibility without relying on authority, manage stakeholders with competing priorities, and guide behavioural change through trust.
• Strong analytical thinking, structured problem solving, ownership mindset, collaboration, resilience, and comfort working in fast‑moving product‑led environments.

Preferred or Value‑Added Qualifications

Preferred candidates will bring certifications such as Prosci, CCMP, PMP, PMI‑ACP, Scrum Master, ITIL, SAP functional certification, software testing certification, or relevant enterprise transformation credentials. Experience with SaaS implementation, digital assurance, QA transformation, customer success, product adoption, AI‑enabled automation, banking, retail, food and beverage, or other regulated enterprise environments will be valuable. Prior exposure to matrixed teams, global delivery models, consulting organisations, or platform‑led transformation programmes will further strengthen fit. Candidates who have created adoption scorecards, persona‑based training journeys, communications packs, leadership update material, readiness dashboards, super‑user networks, or structured feedback loops will bring added practical advantage.

Professional Tenure and Background

Candidates should show a stable, progressive career trajectory across reputed technology, consulting, enterprise software, SAP services, QA transformation, digital assurance, or customer success organisations. Relevant backgrounds may include Change Management Lead, SAP Adoption Lead, Digital Transformation Lead, Customer Enablement Lead, QA Transformation Consultant, Organizational Change Consultant, SAP Program Change Manager, or similar customer‑facing leadership roles. The most suitable profile will combine SAP ecosystem credibility, change‑management discipline, training excellence, stakeholder influence, and hands‑on adoption leadership in complex enterprise environments. The candidate should be comfortable operating in a flat, matrixed, product‑led environment where customer expectations, product capability, delivery timelines, and transformation outcomes must be balanced through practical judgement, direct communication, and collaborative execution.

Compensation and Benefits

The compensation approach will be competitive and aligned with role scope, candidate experience, capability depth, stakeholder leadership, and demonstrated fitment for enterprise transformation responsibilities. Benefits may include a professional work environment, growth‑oriented responsibilities, exposure to modern AI‑enabled testing practices, collaborative teams, structured learning opportunities, and participation in high‑impact customer transformation programmes. Exact compensation figures, salary bands, and ranges will be discussed only during the appropriate recruitment stage.

Application Instructions

Interested candidates should submit an updated resume clearly outlining SAP programme exposure, change‑management experience, training and enablement accomplishments, customer‑facing transformation responsibilities, relevant certifications, total years of experience, and measurable adoption outcomes. Candidates should mention the exact role title in their application and ensure that all claims regarding tools, domains, achievements, and programme responsibilities are factually supported by their professional history.