Program Manager

**What we offer**

Program Manager -Services Canada

Summary

The Program Manager is responsible for managing and delivering strategic complex engagements, programs and multiple inter-related projects within a given business strategy to the desired program results. The Program Manager has the qualification and business acumen typically to manage multiple large scale, high risk, projects, programs and engagements that span organizational and national boundaries 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 project managers on program or engagement issues. They are able to manage complex contractual constructs including Premium Engagement Service Agreement, Country Framework Services Agreement with multiple SOW. Typically SAP is a prime contractor with involvement of several subcontractors and SAP LoS such as Cross-LoB Premium Engagement, Enterprise Support, Global Consulting Delivery, Custom Development, SLO and Cloud Delivery (including HEC).

They reinforce enterprise knowledge management through the communication of engagement and program lessons learned and best management practices development. There are several key types of engagements which program managers 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 (typically at PCN accounts), strategic projects and ramp-up projects
- Act as trusted advisor to customer’s C-level executives at strategic accounts.

Key Areas of Responsibility

**Opportunity Management**
- Define appropriate delivery model for customer project as a composition of pre-defined services, on-site and/or remote delivery - including Max Attention Next Generation (and other PE engagements)
- Scope and estimate the engagement
- Determine required resources for the engagement
- Assess, document and communicate risk for the engagement
- Position SAP Activate as delivery methodology

**Delivery**
- 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 realizations plans of large programs including KPIs to be delivers
- Execution of the program plan and ownership of program success in front of SAP leadership team including customer and partner satisfaction, SAPs program finances, resources, SAP’s intellectual capital etc.
- Evaluate complex situations accurately and identify viable solutions that create successful outcome for the customer.
- Experience in delivering SAP primed Fixed Price (FP) and Time and Material (T&M) engagements
- Set-up and maintain the Governance Model with PMO over the entire lifecycle of the program.
- Active risk management, implement and maintain an ongoing risk and quality management framework,
- Assurance of active executive sponsorship at client side,
- Build proactive formal and informal communication/relationship with key stakeholders outside of key STC Team - increase coverage
- Contract management in relation to client, SAP internally, subcontractors and suppliers (including, contracting, work with procurement, internal organizations, contract change management etc.) jointly with SAM, legal, contact and negotiation and sales colleagues,
- Work closely with the Program Sponsors and Program Review Boards to facilitate decisions necessary for program delivery.
- Resolve political, resource, budgeting, change and legal issues affecting the program.
- Escalate early issues about the projects / program to account management and Field Services Leadership. Drive de-escalation management on behalf of the project with SAP and customer stakeholders.
- Proactively manage program stakeholder satisfaction to position and secure customer reference and success story.
- Maximize use of near
- and offshore delivery by SAP and its partners to achieve cost advantages for the client and SAP.
- Maximize use of multiple SAP LoS such as PE, GCD, BTS, CD, ES and Education to maximize value for the client and cross-sell SAP Services and Products.
- Interface with internal functions (DPO/PMO, controlling, GRC, MCC, PE, etc.) to ensure visibility and transparency of results

**Sales and Business Development**
- Close work with SAM, SSAM, GAD and product sales colleagues on large bids and proposals for new business.
- Oversee and lead the develo