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Business Manager - Consulting Job

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Date: Jun 15, 2019

City: Tokyo, 13, JP

Company: SAP



Requisition ID: 210839
Work Area: Consulting and Professional Services
Expected Travel: 0 - 10%
Career Status: Management
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.

Business Manager - Consulting (Delivery Execution)


Global Job - Summary

The Business Manager is a senior delivery leader in Digital Business Services (DBS), responsible for implementing their DBS Market Unit (MU) business strategy over a multi-customer portfolio, with a strong emphasis on customer success and delivery excellence.

This role directly manages extended teams of direct and indirect reports, as such they are accountable for the success of all extended teams deployed in their engagements. The business manager acts as a role model towers these extended teams creating a cohesive environment built on promoting diversity, inclusion and mutual respect.

The Business Manager has the qualifications, experience and business acumen to manage delivery teams and customers across a specific territory or industry segment, including managing relationships with senior external and internal stakeholders (including Strategic Customer Program (SCP) Accounts within their segment or territory. The person can manage a Profit and Loss (P&L) of more than 10M€, as a portfolio of engagements that are strategically aligned and agreed with their MU.

The Business Manager has overall accountability for their delivery portfolio performance month-on-month, plus year-over-Year. The Business Manager ensures all Key Performance Indicators (KPIs) are understood and consistently cascaded down to their teams. These are tracked and managed in accordance with the established DBS governance framework and cadence. Where targets are identified as being at risk, the Business Manager defines and drives improvement initiatives to achieve them.

The Business Manager operates with integrity, openness and transparency within DBS. They maintain active participation in internal and customer engagement governance structures and forums. A strong relationship builder, they develop trustful relationships with Customer C-level executives on their accounts in collaboration with the license and services sales teams.

Acting as the first escalation point for customer engagements within their assignment, the Business Manager works closely to guide their teams to manage and avoid formal escalation, establishing appropriate governance and setting priorities.

A competent and recognized people manager, the Business Manager coaches and develops their team to reach their full potential and achieve personal success. Through regular conversations utilizing SAPs Performance tools, tracking progress against the team members’ individual KPIs, and managing any performance issues, the Business Manager develops and leads a high performing team.


Key Responsibilities & Tasks


  • Understand the SAP strategy and communicate a clear vision of the future: discuss, explain and actively promote the vision within own team and to their customers
  • Align delivery strategy to industry or territory strategy to ensure adoption across segment
  • Motivate through example and inspiration: create a positive working environment, establish an atmosphere for open discussions, actively seek for feedback and teamwork.
  • Set challenging goals and empower accountability to execute on the mission: derive clear and challenging targets from the overall MU plan, set priorities, encourage people to take initiative, be ready to guide and help when necessary
  • Show passion on the job: act as a role model for the team, show authentic behaviour, pride and enthusiasm in the own job, demonstrate best practices and encourage team members to share own experiences, celebrate success, promote SAP as a great place to work

Delivery Management

  • Proactively manage customer stakeholder satisfaction to support business, position and secure customer references and success stories along with a positive Net Promoter Score (NPS)
  • Based on assigned segment or territory: tightly monitor revenue, margin and contribution, take corrective action to ensure commitments are met. Monitoring profit dilution, correct distribution of revenue and costs, including distributed and undistributed revenue
  • Evaluate complex situations accurately and identify viable solutions that create successful and predictable outcomes for their engagements and customers, balancing SAP objectives
  • Understand and be able to implement effective issue management strategies to defuse risks and resolve issues
  • Understand the engagement status and be open and transparent on key issues and risks supported by appropriate action plans.  Actively support and manage risk to prevent escalations
  • Actively participate in Governance with the Engagement Leads, Delivery Management Office (DMO), MU/Regional Leadership, Regional Delivery Execution (RDE) Team
  • Interface with internal functions and leverage support across the organization (DMO, Controlling, Global Risk and Compliance (GRC), Mission Control Centre (MCC), Premium Engagement (PE) and lines of business (LoB) to ensure visibility and transparency of results and effective implementation of improvement initiatives
  • Empower direct reports to manage within their engagement level accountabilities maintaining oversight and acting as an escalation point when issues escalate
  • Instil a focus on customer and quality, proactively manages engagement risks
  • Proactive support for service planning and quarterly scorecard reviews and sign off with customers

Operational Excellence

  • Ensure tracking and realization of the financial targets and other KPIs
  • Drive full compliance across their accounts in utilizing internal tools and adhering to processes to support engagement
  • Workforce Management including Supply, Demand and Forecast Management.  Effective resource allocation across their accounts – matching the right capability and skills to the right customer engagement. Develop and manage their teams’ growth and expertise
  • Understand Partner Management aspects relevant to individual customers and assist with implementation of partner management strategy
  • Mandate the use of methods and best practice to support quality outcomes and manage exceptions

Knowledge Management:

  • Maintain delivery engagement documentation and eventual updates; analyse lessons learned and actively share with the practices and communities to aid regional wide learning – set targets for direct reports to contribute to such initiatives and share their experiences in the relevant forums
  • Organize knowledge capturing activities across engagements to ensure retention on high quality intellectual capital for SAP Services practices
  • Champion the adoption of SAP’s Engagement Management Methodologies, best practices, examples and templates with a “fit to standard” mindset

Support Sales and Business Development

  • Support Sales to grow their accounts by identifying and sharing opportunities to increase SAP & DBS share of wallet in existing accounts, with a special emphasis on innovation and cloud solutions
  • Participate with the Virtual Account Teams (VAT) across the industry portfolio accounts to define unified account strategy and “OneSAP” deal and delivery execution
  • Provide delivery resources to support License, Services and Product sales colleagues on large bids and proposals for new business
  • Ensure good fit and balance the risk profiles of new opportunities combined with ongoing delivery engagements
  • Optimize use of near and offshore delivery by SAP and its partners to achieve cost efficiency for their delivery portfolio and SAP

Team management, Coaching & Mentoring

  • Create an inspiring team environment with an open communication culture
  • Set clear team goals that are directly linked to their MU goals
  • Monitor team performance and report on metrics with clarity and consistence
  • Recognize high performance and reward accomplishments through the SAP programs offered
  • Serve as mentor / advisor / decision-maker to team for issues related to corporate politics, external politics, client relations, project quality, project risk, PE services planning and balance score card discussions


Competencies & Skills / SAP Value

  • Strong 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
  • Learning skills: ability to study and obtain SAP certifications, maintain an up-to-date understanding of SAP strategy, SAP solutions along with organisational, governance and core business processes tools 
  • Intellectual curiosity to develop a strong business acumen
  • Be an excellent listener and communicator capable of articulating and simplifying complex situations with a focus on action both verbally and in writing. Ability to utilize a combination of formal authority and persuasion skill sets to invoke action
  • Liaison and consultative skills: negotiating and conflict management skills
  • Confidence in timely decision making
  • Excellent time management and priority management, especially is distressed periods and situations
  • Ability to train, mentor and develop team members in portfolio, program, project and support (PE) management methodologies and their application
  • Adaptability and flexibility to manage conflicting priorities, ambiguity and change


Experience & Educational Requirements

Functional Experience

  • Minimum of 10 years’ experience in the field of engagement and delivery management, this would include experience as a senior expert for managing large and/or complex engagements
  • Proven ability to drive delivery execution within their area of responsibility, proficiency in aligning cross-topic objectives and approaches within a matrixed organisation
  • Experience in strategic thinking and conceptual design of complex engagements
  • Solid knowledge of key SAP solutions and respective industry business process understanding

Managerial Experience

  • Strong stakeholder management and influencing skills, an enduring focus on Customer Satisfaction
  • Proven experience in successfully leading cross functional teams without authority / in a matrix construct
  • Cultural awareness and sensitivity, experience working across diverse cultures, nationalities and belief systems
  • Strong interpersonal skills with advanced networking capabilities and business development skills
  • Experience in decision making within own area of responsibility and managing engagements as a business

Soft Skills:

  • Highest level of Stakeholder management and influencing skills
  • Effective Story Telling
  • Managing expectations, conflicts and escalations
  • C-Level Communication and Presentation

Commercial and Sales:

  • Consultative Selling underpinned with strong Sales Process Acumen
  • Account Planning and Management
  • Pipeline / Opportunity Management / expanding Max Attention customer base
  • Customer Satisfaction and driving Net Promoter Score (NPS)
  • Speaking/Presenting at internal/external forums on relevant topics


Mentoring and Coaching:

  • Lead by example in all activities
  • Mentoring of delivery teams
  • Sharing and incorporating lessons learned to support delivery excellence
  • Ability to coach and teach others

Industry Experience

  • Experience across multiple Industries is required
  • Industry focus is desirable (Domain expertise in at least 2 industries or sectors)


  • English: Fluent
  • Japanese: Native or Fluent


  • Relevant tertiary qualifications in a relevant/related field - preferably in commerce, engineering, information technologies or equivalent training and job experience
  • MBA desirable

Professional Training & Certification

  • Leadership and Management training (e.g. leading a team, cascading strategy, people development, internal processes & tools) (recommended)
  • Project Management & Program Management certification or relevant highly regarded accreditation


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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