Application Service Manager, Cloud Application Services

We help the world run betterAt 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. Candidate must reside near Newtown Square, PA or Montreal, QC office locations. 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 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 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 5+ years of experience in customer account services, relationship management, or a similar role 8+ years of hands on experience in at least one SAP Solution Area(e.g - S/4 Hana – 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 Speaking French is a MUST for this position Bring out your bestSAP 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.