Application Service Manager, Cloud Application Services (CAS)

Job Summary We are seeking a motivated and dynamic professional to join our team as an Application Service Manager (ASM). The ASM will play a crucial role in driving customer engagement, promoting service excellence, and upselling CAS offerings. The ASM 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. Location Candidate must reside near the Philadelphia / Newtown Square Area (PA - commutable). Responsibilities 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 customers’ 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 Preferred 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) Qualifications 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 - Basis, 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 Compensation and Benefits Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 107,300 - 230,600 USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits. Equal Employment Opportunity Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability. #J-18808-Ljbffr SAP