SAP Head of Digital Business Services, Australia & New Zealand Job in Sydney, Australia

Requisition ID: 184332

Work Area: Consulting and Professional Services

Expected Travel: 0 - 50%

Career Status: Executive

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.

SAP is the world’s third-largest independent software vendor. Founded in 1972, SAP is based in Walldorf, Germany with over 88,000 employees and 378,000 customers across the world. The company employs 130 nationalities worldwide, with 90 nationalities at our headquarters. Its customers include 91% of the Forbes Global 2000 companies and, at the same time, 80% of our customers are SMEs.

SAP started when five entrepreneurs in Germany had a vision for the business potential of technology. Starting with one customer and a handful of employees, SAP set out on a path that would not only transform the world of information technology, but also forever alter the way companies do business.

SAP’s vision today is to help the world run better and to improve people’s lives. Our mission is to help customers run at their best. To fulfil our mission, SAP helps customers master complexity with simple and easy-to-use solutions focused on innovation in the cloud and on SAP HANA (our in-memory database).

SAP’s strategy is to become THE most innovative cloud company powered by SAP HANA with focus on:

  • Public cloud: Standard and suite solutions

  • Business network: Ariba, Concur, Fieldglass

  • Private cloud on SAP HANA Enterprise Cloud

SAP provides packaged solutions for 25 industries and 12 lines of businesses. We provide best practise solutions for optimizing business-critical processes, and platforms for analytics. Last but not least, we provide solutions in procurement and trading; travel expense management; external workforce management; as well as customer engagement & commerce.

SAP has a tradition of innovation and is now a leader in cloud solutions: we have 110 million subscribers in our cloud user base. We have greater than 100 development locations around the world and invest 13.7% of revenues for R&D. At least 24,000 employees are involved with development.

For fiscal 2017, SAP recorded revenues of €23.7 billion, with cloud revenues making up 16%. We aim to have cloud revenues make up 29% of total revenues of €26-28 billion by the year 2020.

Position Summary

The Head of Digital Business Services [DBS] for the Australia and New Zealand Market Unit is a key management position accountable for delivery of professional services, innovative business solutions, premium engagements, cloud delivery services and support to all customers in the market unit (MU). The position reports to the Regional Head of DBS and partners with the Managing Director of Australia and New Zealand and the Global Customer Organization [GCO] to drive license and subscription revenues and renewals. The position will lead the ongoing transformation of the MU, enabling DBS employees to run SAP’s Service & Support model; designing and executing a growth plan that generates value for the client, reduces cost and time of implementation, and reduces total cost of ownership.

The position is critical to help transform the organization with customer success and driving the adoption of SAP innovations as a top priority; to drive a relentless focus on innovation and quality to ensure that the DBS business performs successfully and sustainably into the future while creating a great place to work for all DBS employees in the Australia & New Zealand Market Unit (ANZ MU).

The successful executive will:

  • Be responsible for defining and executing on the ANZ MU DBS P&L plan, revenue recognition and contribution achievement; and lead revenue forecasts in partnership with Services Sales leadership.

  • Work closely with the MU Services Sales head responsible for bookings of SAP services and support. This will include support of the Services Sales team to build a qualified pipeline of opportunities, and to enable the conversion of this pipeline through high quality sales processes to the achievement of profitable revenue.

  • Successfully contribute to the overall MU SAP organization and business, through developing and maintaining effective relationships with all SAP senior executives in market, and to be a successful contributor of the local SAP executive team.

  • Participate effectively in the APJ regional DBS senior leadership team, to constructively challenge the status quo and to support all regional colleagues.

  • Be responsible and accountable for driving MU success through long term engagement with customers along the entire customer lifecycle. This will include achievement of relevant Customer Satisfaction targets for the MU.

  • Be responsible for SAP commercial compliance including revenue recognition, VSOE, legal and Global Compliance and Risk management. This includes being aware of and enforcing the Delegation of Authorities matrix for deal approval, discounts, procurement and financial liability policies.

  • Bear primary responsibility for ensuring seamless internal integration between all MU, regional and global Services teams, Innovative Business Solutions, Support, Education and Cloud Customer Success for the clients in the MU ensuring one face to the customer and one strategy.

  • Liaise with other SAP teams on a local, regional and global basis to build and maintain high quality services and support to all customers in the MU.

  • Be a critical player in adoption, retention and expansion of SAP products and services, and be inclusive of the partner ecosystem. This will require active relationship building with relevant SAP service providers in the partner ecosystem, to ensure an aligned, vibrant and high-quality ecosystem is available to all customers in the MU.

  • Actively enhance the external market brand of SAP and in particular DBS in the MU by working with SAP marketing on relevant campaigns and events, and being personally active in leading and participating in these campaigns and events.

  • Drive productivity, manage resources and improve usage of remote delivery within the various teams to achieve assigned operational and financial targets.

  • Build and maintain a highly proficient and experienced delivery capability, to maintain a high-quality delivery portfolio, to drive delivery excellence into customer-facing roles and an ability to quickly identify and address troubled or difficult engagements. This will include issues arising from both product challenges as well as poor delivery.

  • Establish a plan for and executing against the plan to achieve relevant MU targets, including financial, customer satisfaction, employee engagement, innovation and other KPIs as allocated by regional leadership.

  • Work with regional and global stakeholders to adhere to DBS operational excellence standards, and to constantly strive for simplification and high quality in internal processes.

  • Build amazing talent in the organization by attracting high quality external candidates, and enabling strong career growth for the people he or she directly and indirectly manages. He or she will build and maintain an engaged, productive and purposeful team.

  • Build and maintain an effective succession strategy, identifying suitable candidates internally and externally, with development plans to ensure a seamless transition when appropriate.

  • Lead all DBS board area personnel in the MU, regardless of reporting line (note that many DBS people may report to other managers regionally and globally, necessitating high levels of communication and coordination to ensure alignment).

  • Remain curious and constantly enable his or herself in evolving technology trends, and SAP product and service capabilities, including methodologies, tools and platforms to be known as an industry expert in the MU.


Ideal Experience

The ideal candidate would have over 20 years of experience with specific management experience leading large scale change and large international teams (400 ). He or she will understand agile delivery, experience with large SAP project management, passion for cloud technology and innovation and strong communication skills. He or she will preferably have prior P&L management experience in a service providing organization.

The ideal candidate will possess the following competencies:

  • Be a transformational leader, capable of running a sizeable Services and Support P&L.

  • Be a strong positive and motivational leader at both the strategic and tactical levels, able to see and articulate the bigger picture.

  • Demonstrate a drive for simplicity: Operational rigor and delivery excellence by creating and implementing ways to simplify the organization.

  • Have executional Excellence: Ability to consistently achieve results and exceed targets.

  • Be comfortable working at the most senior levels of SAP’s client organizations, commonly in or around the boardroom.

  • Have a sound knowledge of the SAP market and competition; a strong negotiator who has experience in ensuring customer success and reference - ability as well as supporting profitability targets.

  • Have multi-region and global experience - ability to understand extremely varied cultural and business environments, globally.

  • Have experience of managing effectively in a networked and matrixed team environment.

  • Have a demonstrable record of leadership integrity. Must be able to leverage diverse strengths, share knowledge, create and celebrate team’s success.

  • Travel regionally (up to 25 %) and fluency in English required. Fluency in the language of the home MU (if not English) is strongly preferred.

Assessment Criteria

Success in the position will be assessed by the candidate:

  • Being able to demonstrate a clear business plan to achieve all goals and KPIs.

  • Establishing a clear business cadence both within his or her team, as well as upwards to region which shows clear progress against the business goals.

  • Achieving business results in line with the stated goals in all areas, including financial metrics, innovation metrics, customer satisfaction and employee engagement.

  • Being acknowledged by all people with whom they interact as being a positive, inspirational and results oriented leader.

Personal Traits

  • Assertive and high-energy, yet focused, disciplined and process-driven

  • Reliable, resolute, resourceful and results-oriented; a hands-on entrepreneur

  • Able to get along well with colleagues while putting his/her point across effectively

  • Achievement-oriented with a healthy ambition – yet with ego in check

  • Seen as an authentic leader with impactful leadership and influence

  • Competitive with strong will to win; able to mentor, coach and inspire others to action


  • Bachelor’s Degree required, Master’s Degree or MBA 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.

Additional Locations : Virtual - Australia