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Service Delivery Manager - SAP Hybris Job

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Service Delivery Manager - SAP Hybris Job

Service Delivery Manager - SAP Hybris Job

Date: Jun 30, 2018

City: Atlanta, GA, US

Company: SAP

Requisition ID: 185286
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time



SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.
SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.

Service Delivery Manager – SAP Hybris


The SAP Hybris Service Delivery Manager is responsible for business development, management and delivering strategic complex engagements, programs and multiple inter-related projects within the SAP Hybris portfolio. The Service Delivery Manager has the qualification and business acumen typically to manage multiple small to large scale, varying risk, projects, programs and engagements including multiple business units and multiple service partners/vendors. 


They ensure effective engagement oversight, including engagement, program and project reviews to affect customer success and serve as a mentor to consultants on program or engagement issues. They are able to assist Services Sales Engagement Managers (SSEMs) in complex contractual constructs in addition to entering deals through an internal process.

SDM’s reinforce enterprise knowledge management through the communication of engagement and program lessons learned and best management practices development that coincide with SAP Hybris Practice Leads. There are several key types of engagements which SDM’s lead:

·       • Large and complex engagements and programs

·       • Recovery of troubled engagements and programs

·       • Support to pre-sale and set up of large and complex engagements or project portfolios at large accounts, strategic/investment projects and ramp-up projects

·       • Act as trusted advisor to customer’s C-level executives


Key Responsibilities and Tasks


Opportunity Management

·       • Define appropriate delivery model for customer project as a composition of pre-defined services, on-site and/or remote delivery

·       • Scope and estimate the engagement

·       • Determine required resources for the engagement

·       • Assess, document and communicate risk for the engagement

·       • Position SAP Hybris Application Lifecycle Framework as delivery methodology



·       • Lead and own engagement-planning and program-planning activities

·       • Oversee the delivery of multiple projects related to successful engagement or program         execution.

·       • Own the engagement and program plan and be responsible for delivery of its major elements including program’s business objectives, scope and solution within quality criteria, on time and budget. 

·       • Translate generalized customer business goals and objectives into concrete strategy and tactical delivery plans for the engagement or program.

·       • Define strategic objectives of large and complex programs, benefits realization plans of large programs including KPIs to be delivered

·       • Execution of the program plan and ownership of program success in front of SAP Hybris leadership team including customer and partner satisfaction

·       • Evaluate complex situations accurately and identify viable solutions that create successful outcome for the customer.

·       • Build proactive formal and informal communication/relationship with key client stakeholders

·       • Resolve political, resource, budgeting, change and legal issues affecting the program.

·       • Escalate early issues about the engagements / program to regional leadership. Drive de-escalation management on behalf of the project with SAP Hybris leadership and customer stakeholders. 

·       • Proactively manage program stakeholder satisfaction to position and secure customer reference and success story.


Sales and Business Development

·       • Close services work with Sales Services Engagement Managers, Technical Account Managers, Customer Engagement Executives, etc. on small – large bids and proposals for new business. 

·       • Oversee and lead the development of proposals and/or responses to requests for proposals associated with services related engagements.


Coaching & Mentoring

·       • Oversee effective engagement oversight and reviews to affect customer success.

·       • Serve as mentor / advisor / decision-maker to consultants for the engagement issues related to external politics, client relations, engagement quality, and engagement risk. 

·       • Take responsibility from time to time as team lead and support respective line manager(s) in people development tasks


Knowledge Management

·       • Maintain program documentation and updates; analyze lessons learned and actively share with the Communities of Practice.

·       • Participate in the development of engagement best practices, examples, templates and SAP Hybris Continuous Improvement initiative.


Competencies and Skills

·       • Experience in several industries and the industry the customer belongs to (core processes and trends of the industry) is a plus

·       • Excellent understanding of SAP Hybris solutions and of the consulting business processes and functions.

·       • Highly developed business acumen.

·       • Liaison and consultative skills: negotiating skills within a context of high political sensitivity and conflicting interests.

·       • Strong writing, mentoring, decision making, communication, and meeting facilitation skills; ability to utilize a combination of formal authority and persuasion skill sets. 

·       • Ability to train, mentor and develop program managers and project managers in project management methodologies and their application.

·       • Knowledge of the strategic and operational issues of engagement management, program management and project management.

·       • Demonstrated ability in managing internal and external client expectations on program requirements and deliverables.

·       • Proficiency in key project management knowledge areas of project integration management, scope management, time management, cost management, quality management, human resource management, communication management, risk management and procurement management.

·       • Proficiency in key program management knowledge areas of Program Management Lifecycle, Benefits Management (Value Management), Program Governance, Stakeholder Management, and Integration Management 

·       • Knowledge and competency in program management related areas of Knowledge Management, Portfolio Management, Organizational Change Management, and Deployment Management

·       • Adaptability and flexibility to manage deadline pressure, ambiguity and change.

·       • Exceptional leadership, organizational and interpersonal skills; the ability to work well with people from different disciplines with varying degrees of technical experience; competence in clear concise and tactful communication with senior executive management, clients, peers and team members.

·       • Ability to manage in a matrix environment.


Experience and Education Requirements


Functional Experience

·       • 7 – 10 years of project management experience in large scale, high risk, or strategic projects/program.

·       • 3 – 5 years of supervisory or coaching experience in teambuilding and leading teams.

·       • Demonstrated experience leading cross functional teams within a formalized methodology.

·       • Demonstrated experience in managing issues, scope and quality while bring projects to successful completion within the cost and time requirements.


Management Experience

·       • Line of Business management experience of small and medium size team is desirable

·       • P&L of LoB experience is desirable



·       • Strong leadership and people management skills is desirable

·       • Leading in matrix organization and without formal authority

·       • Multicultural sensitivity and work in international environment with global clients


Industry Experience

·       • Industry focus is an asset (1-3 industries or sectors)



·       • Required undergraduate university degree, preferably in commerce, engineering, information technologies or equivalent training and job experience

·       • Master’s degree, preferably in commerce, engineering, information technologies or MBA is an asset



Success is what you make it. At SAP, we help you make it your own.
A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now.

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: or , APJ: , EMEA: ). Requests for reasonable accommodation will be considered on a case-by-case basis. Successful candidates might be required to undergo a background verification with an external vendor.

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.

Successful candidates might be required to undergo a background verification with an external vendor.
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