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Head of Service Delivery--Concur Job

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Date: May 29, 2019

City: Shanghai, 31, CN

Company: SAP




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.

Organization and Business

There must be a better way. This thought launched SAP Concur 25 years ago and spurs our innovation today.  It began with the realization that there must be a better way to manage business expenses.  By automating the expense management process, SAP Concur would make expense reporting a whole lot easier for employees and get them reimbursed faster.  Today, SAP Concur is the world’s leading provider of integrated travel and expense management services and solutions.  SAP Concur has been named the ‘Most Admired Travel Technology Company’ in the business travel industry by The Beat’s Readers’ Choice Awards. SAP Concur uses advanced technologies like predictive analytics and machine learning to tackle industry challenges in new ways and deliver more value to our customers. We actively serve over 50000 customers and 45 million users and are in the midst of a rapid growth trajectory. 


SAP Concur’s has a strong presence in China and continues to invest in expansion.  We have teams and offices located in Shanghai, Shenzhen, Dalian, Taiwan, and Hong Kong.  China is a major focus of our company strategy and service delivery is at the center of this strategy.  We opened up a local data center in China and now offer local hosting services out of China.  The team grew 250% percent in 2018 and had fantastic performance and capability.


Opportunity Overview

We are seeking a world-class executive to lead our services organization through a period of hyper growth and next evolution of our Cloud Customer Service.  As the VP & Head of Service Delivery, you will be a progressive thought-leader with a record of accomplishment of providing effective multi-faceted, innovative services to customers in China. You will be a change agent and thoughtful disruptor.  You will have passion for the customer, it is in your DNA.   You will be empathetic, humble, curious, a problem solver, a developer of people, a collaborator and, most importantly, a true leader to your team. You will be data driven.  You will have prior experience leading global customer service teams during a period of extreme growth and understand how to scale your business.  You will have a particular focus on driving an effortless service delivery experience that includes both SAP Concur-led and Partner-led deployment of SAP Concur solutions, through a combination of people, process, and technology.  You are someone who can set the course to evolve a scalable activation experience that suits every customer, from very small to very large. 


Service Delivery

Your responsibilities will include leading all service delivery functions for SAP Concur’s China customers and regional customer service operations delivered from the Dalian service center (currently includes Korea).

  • This senior role will lead a team of Implementation Consultants to successfully deliver a large portfolio of customer projects while meeting deployment, revenue and customer satisfaction targets
  • Responsible for leading a transformational era of change and growth for the SAP Concur Service Delivery organization in their mission of delivering a world-class customer experience measured by industry-leading Net Promoter Scores and Customer Effort results
  • These responsibilities include the initial implementation of the SAP Concur solution, and ongoing expansion and optimization of SAP Concur Services for the portfolio of customers
  • Provide overall Leadership of a Service Delivery organization currently supporting China and Korea with staff located in China
  • Ownership of the China delivery playbook
  • Responsible for Customer Success
  • Leadership point of contact for sales, customer escalations, new opportunities, etc.
  • Partner with Distribution team at the individual and leadership level, represent Services during Sales cycles when needed for high value or strategic prospects, partner with Sales Leaders and Solutions Consulting to appropriately scope prospect implementations, provide Statement of Work estimates
  • Actively participate and contribute to special assignments and projects related to vastly improving our customer’s experiences with SAP Concur
  • Develop, nurture and foster effective working relationships with Sales, R&D, Client Support, IT, Marketing, Human Resources, Hosting Operations, and other Global Services departments
  • Build on the strong existing foundation of talent and leadership within the Global Delivery organization while infusing the team with new top talent and leadership from industry contacts
  • Expand the Service Delivery Partner program to drive scalable growth with an aggressive approach focusing on Implementation



  • Drive our culture of customer and people success
  • Nurture new talent we bring into the organization and prepare our people to take greater challenges
  • Foster Leadership Trust and partner with HR to build the right environment of trust, transparency, collaboration and teamwork (both within as well as across organizations)
  • Drive the vision of SAP Concur China being a world class delivery center


Qualifications & Experience

  • 15+ years of software service or implementation experience in a professional services environment
  • 5+ years successful leadership of a consulting practice including measurable improvement in performance on a year-over-year basis
  • 7+ years of experience as a people manager
  • Cloud software experience preferred


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 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:

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

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