Canada Public Sector Delivery Market Unit

**We help the world run better**

The Canada Public Sector Delivery Market Unit (MU) Head leads the customer facing Delivery teams responsible for managing SAP led projects and large-scale change programs which incorporate the adoption of SAP’s innovation platforms including S4/HANA, Digital Core, Cloud Solutions, Business Network and the Internet of Things (IoT). This role is also responsible for the positioning and execution of complex consulting and Premium Engagement programs with a complete focus on customer success while driving the revenue and related profit streams for SAP’s Canada Public Sector Services business. S/he is responsible for customer’s satisfaction by developing, coaching, and managing the Services, Premium Engagement, and aligned Regional and Industry teams with a focus on achieving customer success and adoption of the ‘Run Simple’ engagement model. The Canada Public Sector Delivery MU Head is responsible for oversight of an organization of approximately 100 employees and a nearly 270m business.

To be successful in this role, the Canada Public Sector Delivery MU Head must lead the organization by supporting the virtual integration of SAP’s delivery execution and support organizations to enable a higher level of customer success/innovation. This includes supporting our customers with outcome-based services, faster time to value and lower total cost of ownership (TCO). The Delivery Canada Public Sector MU Head is responsible to actively drive the adoption by customers of our innovations, in particular, the re-platforming of our installed base on S/4 HANA. The role is also responsible for ensuring that SAP Services are regarded as “the” partner of choice for Market Unit customers by guiding them through all phases of their journey to SAP’s digital platform and innovation strategy.

**EXPERIENCE, SKILLS and RESPONSIBILITIES**
- A proven senior executive with a 15+ year record of achievement in leadership and business management
- An established track record of generating profit margins; delivering complex services and support/product; managing executive customer relationships; driving strategy and performance improvement; and enhancing market position
- An exceptional mentor and coach who knows how to build and retain high-performance teams
- Strategy, operations and technology consulting background with proven success in large-scale change programs and ability to position and execute complex Premium Engagement programs
- Ensure a profitable growth path for SAP Services. Actively drive the adoption of our innovations, in particular the re-platforming of our installed base to S/4HANA. Simplify the customer experience with SAP Services.
- Extensive experience operating in the board room with C-level executives in crafting business and support strategies; designing and delivering business processes; and delivering service outcomes that drive strategic differentiation and bottom-line value
- Fully accountable for the health of SAPs Services business in the MU which includes customer satisfaction, revenue and related profit streams, Support Maintenance Safeguarding, Enterprise Support retention/Preferred Care renewal rates and adoption of “Run Simple” engagement models (repeated below in Financial section keep or remove from here)
- Enable customer success/innovation with Outcome-Based Services and a focus on quicker time to value and lower cost utilizing industry-leading best practices
- Developing Customer Relationships
- Account Portfolio Management, Alignment of resources, health of project business, and overall business value being generated with our customers

**EXPECTATIONS AND TASKS**

**Strategic Leadership and Delivery Excellence**
- Communicate a clear vision of the future: develop, discuss, explain and actively promote the vision within own team, to peers, within Services and SAP, to partners, external stakeholders and to customers
- This leader must take a long-term view of the business environment and establish the business model and direction to meet the evolving challenges
- Lead the Canada Public Sector Delivery organization through change management processes and ensure the position and transformation of new services models, including transition to the Cloud Company and the Digital Transformation
- Act as a change agent for SAP helping their organization to transform itself by focusing on such matters as organizational effectiveness, improvement, and development in support of NA Services organizational strategy
- Set demanding goals and empower accountability to execute on the mission: derive clear and challenging targets, assign targets and set priorities, do not define the 'how' but the 'what’, encourage people to take ownership and accountability

**Operational Excellence**
- Acts as the primary Market Unit Delivery leader providing support, feedback and execution in helping SAP Services achieve its goals.
- Plays an executive sponsor role at select