Program Manager, West Market Unit
About The Position
The Program Manager will lead complex customer engagements and programs for SAP’s Customer Value Group, overseeing multiple project lifecycles and ensuring long-term customer satisfaction. The role is based in Palo Alto and works with global accounts and cross-regional delivery teams on complex SAP transformations. It involves end-to-end program planning, shaping delivery models, managing stakeholders and escalations, supporting business development, and mentoring project managers. The position also contributes to delivery best practices and people development across teams. The role requires expertise in program management, enterprise SAP delivery, contractual and financial management, executive stakeholder relationships, risk assessment, and engagement scoping and estimation. SAP also expects employees to use AI tools, including agentic AI, in day-to-day work and to help promote effective AI practices within their teams.
Requirements
- Deep knowledge of program management disciplines, including lifecycle management, value and benefits management, governance, stakeholder collaboration, and integration management.
- Ability to manage complex contractual constructs, program financials including forecasting and revenue tracking, and competing delivery priorities across enterprise-scale engagements.
- Demonstrated experience delivering SAP solutions in Fortune 500 or equivalent enterprise environments.
- Proven ability to build trusted executive-level relationships and resolve escalations across organizational and political boundaries.
- Skill in scoping and estimating engagements, assessing and communicating risk, and defining delivery models, including on-site, remote, and Max Attention Next Generation compositions.
- Bachelor’s degree or equivalent work experience.
- Strategic thinking, business understanding, influencing skills, emotional intelligence, and confidence working through complex problems.
- Comfort using AI tools, including agentic AI, for routine work, evaluating generated outputs, and supporting team adoption of AI practices.
Responsibilities
- Lead complex customer engagements and programs, overseeing multiple project lifecycles and guiding teams through challenges.
- Own end-to-end interaction and program planning, including scope, schedule, budget, and quality from kickoff through completion.
- Define and shape delivery models for customer engagements, including on-site and remote approaches and Max Attention Next Generation services.
- Build relationships with senior stakeholders and address political, resource, budgeting, and legal issues affecting program outcomes.
- Lead proposal and offer development to support business development and win new SAP engagements with managed risk.
- Manage responsibilities across Opportunity Management, Delivery, Business Development, Coaching/Mentoring, and Knowledge Management.
- Mentor project managers and support people development activities in partnership with their line managers.
- Influence delivery best practices across teams and help ensure long-term customer satisfaction.
- Use AI tools, including agentic AI, in day-to-day work and evaluate AI-generated outputs for quality; lead adoption of AI practices within teams.
Benefits
- Flexible working models
- Health and well-being support
- Variable incentive opportunities and additional benefits may be provided, subject to applicable plans and policies
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What This Job Offers
Job Type
Full-time
Career Level
Manager
