Senior Cloud Contract Exception Management Process Specialist

We help the world run better
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging - but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

PURPOSE AND OBJECTIVES:

GCF's mission is to support our Customer Success organization with a holistic deal support experience, delivering end-to-end Commercial Finance Services, to ensure that our customer success is sustained for the long term through high quality, profitable and compliant commercial contracts.

In the workstream of Cloud Contract Exception Management, we will establish an extended team to be support our core team in delivering against critical sales support targets. The team will be responsible for Cloud Contract Exception Management compliance review, process enhancement and operational governance. It will drive standards adoption and quality initiatives within the cross-product operations scope for all SAP cloud products.

EXPECTATIONS AND TASKS:

• Review exception requests, swiftly and thoroughly for standards and guardrails compliance
• Drive programs for contract exception approval automation and to significantly reduce risk
• Prepare consumable and audience-appropriate content for enablement and validation of our stakeholders
• Define and implement controls, verify that evidence is collected and documented centrally by cloud products
• Ensure contract adherence to established product operations standards.
• Improve review times, review completion rate, automation degree, with LoB/product specific operations teams
• Support sales and field escalations with regards to quote completion and delivery
• Manage key messaging related to standard and exceptional cloud contract clauses
• Identify and drive process improvement projects/initiatives
• Enable sales teams on potential risks and pitfalls
• Support audit controls/findings related to contract exceptions management process

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

We are looking for people with strategic thinking, superior problem-solving skills, and a strong professional track record of results. In addition, we place high value on relevant personal qualities: resourcefulness, results-orientation, high energy, empathy, and self-confidence while being a team player.

• Master's degree preferred, minimum Bachelor's degree, in Law required
• In-depth understanding of SAP's business and market position related to SAP's cloud product offering
• Excellent analytical skills, i.e., being able to grasp and structure complex problems and perform conceptual work
• Ability to deliver highest quality work under time constraints and in rapidly changing environments
• Highest level of flexibility, integrity, and confidentiality
• Strong focus on customer and employee experience and their continuous improvement
• Ability to deep dive into topics to gain a full understanding of our complex processes and scenarios
• Experience in collaborating with various cultures across multiple time-zones

WORK EXPERIENCE

• 3-4 years of experience in contract reviews and presenting the legal overview in a clear manner. Being able to handle a large volume of legal review requests
• Knowledge of SAP products and services would be useful
• Work experience in business management, technical operations management/process design, or related field required
• Strong knowledge of JIRA, Harmony Quote, CRM, and other work management systems, required
• Experience in day-to-day interaction with multiple stakeholders across various time-zones and driving initiatives across board areas
• Knowledge and experience with SAP cloud portfolio, sales processes, and customer cloud operation
• Strong skills Microsoft Office (Teams, Word, Excel, PowerPoint, Outlook), and willingness to learn new applications
• Strong sense of urgency and experience managing risk and an open-minded personality
• Proactive and independent working style, goal-orientation, and affinity to structure
• Excellent verbal and written communication skills in English.
• Proven success in engaging people from different cultures, languages, and regions
• Broad understanding of SAP's strategy, organizational structure, and SAP solutions
• Ideally experience in operations of one or more cloud products

SUPPORT EVALUATION CRITERIA

Job Knowledge - possession of the practical and or technical knowledge required for the job

• Manage and coordinate contractual exception reviews of cloud contracts.
• Work according to the best practices, actively addressing process improvement areas.
• Consult as needed with other business and functional units to facilitate the review processes.
• Negotiate and align complex operational topics across all SAP (Systems Applications Products) Cloud LoBs (Line of Businesses).
• Be knowledgeable about the cloud operational standards.
• Be Single-Point-Of-Contact for assigned SAP cloud deviations, review, negotiations and approval.
• Assist leadership where needed by providing data analysis.

Work Attitude

• Punctuality and attendance: Available and responsive online, delivering on time. Reliable and predictable presence.
• Task Management: Ability and willingness to multi-task, set priorities and work/deliver with minimal guidance.
• Reliability - completion of tasks and follow up within required time
• Quality - production of work that is accurate, thorough and neat: Taking great care to ensure all aspects of work are completed correctly, developing effective methods for tracking specifics, and checking the quality of one's work to ensure accuracy. Identifying mistakes and correcting them before they cause major problems.
• Ethics: Pro-active work ethic and strong initiative. Attention to detail, strong organizational and task management skills. Effectively resolving issues by using logic and common sense. If presented with issues, identify the root cause of a problem as opposed to focusing on the intricacies.
• Independence - competence and demonstration of performing work with little or no supervision
• Productivity and performance - production of the required volume of work within the specified period of time: Contribute as expected to the team, including both short and long goals.
• Communication: Express complicated or highly technical documents, Field expectations, ideas and intent effectively and concisely.

Social & Culture

• Interpersonal Relationships - co-operation, communication and work with co-workers, supervisors and others
• Initiative - ability to seek out new tasks and assume additional duties and responsibilities when necessary
• Judgement - demonstration of good judgment and decision making skills

Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

We win with inclusion
SAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone - regardless of background - feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.

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AI Usage in the Recruitment Process

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Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 443598 | Work Area: Finance | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid