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Director, Implementation Services - Frankfurt
Concur
Frankfurt, , Germany
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Position Description
Concur, a part of SAP, imagines the way the world should work, offering cloud-based services that make it simple to manage travel and expenses. By connecting data, applications and people, Concur delivers an effortless experience and total transparency into spend wherever and whenever it happens. Concur services adapt to individual employee preferences and scale to meet the needs of companies from small to large, so they can focus on what matters most. The company serves more than 30,000 clients representing more than 27 million users in over 150 countries.
Job Overview:
Champion and drive operational excellence for the DACH Service Delivery team to ensure high quality, timely and cost efficient deployment of Concur’s products and services. Represent the Services organization in DACH by engagement with both inter- and intra- company stakeholders.
Reports to Vice President, EMEA Services.
Responsibilities:
• Meet and exceed deployment targets for Concur Travel & Expense product lines
• Develop, implement and document processes and measures of efficiencies resulting in an efficient, cost effective delivery model and customer satisfaction, reference able accounts
• Plan and budget for departmental responsibilities, effectively and accurately forecast units and head count.
• Determine work priorities in accordance with project schedules, changing work demands, and policies and practices; coordinate resources for project and assign work to internal and client teams as necessary.
• Effectively handle client escalations.
• Work with the respective Project Managers, Functional Consultants and Consulting Managers to ensure that all Project Dashboards are updated on a regular basis.
• Partner with accounting to establish efficient billing and processes.
• Effectively support sales and marketing opportunities when required and partner effectively with the Distribution/Field organizations.
• Reviews customer surveys to fine tune team’s skills and approach to achieve/maintain high customer satisfaction. Proactively manages escalated issues through appropriate resources until closure.
• Partners with other organizations to ensure hand-offs and information flow is effective.
• Timely completion of necessary administration and clerical work to run the business and reinforcement of requirements with the team.
• Actively participate and contribute to special assignments and projects related to improving our customer’s experiences with Concur product offerings
• Develop strong working relationships with peers; collaborate to standardize the implementation process across the region and/or globally
• Employee management activities including hiring, terminations, performance appraisals, coaching, career development, cross-training, salary recommendations, scheduling etc.
• Ensures staff and team development through ongoing coaching and development of individuals on the team so that all employees are striving to achieve their goals.
• Supports the EMEA executive leadership with special projects and other assignments as needed.
• Be aware of, and comply with, all corporate policies.
Position Requirements
Education, Experience & Training required:
• BS/BA or a combination of experience and education/training equivalent to a four year college degree
• Five to Eight years of experience in a software/services consulting environment, preferably financial services.
• Experience running a practice desirable
• Ability to pass a background check.
Job Specific Specialized Knowledge & Skills:
• Understanding of implementation methodologies and project management in a software company.
• Must be comfortable in a fast-paced, fluid, and ever-changing work environment and able to facilitate changes as situation requires
• Must be a quick study and self-starter, able and willing to manage “hands on” in a team environment
• Demonstrated knowledge and/or awareness of relevant technologies and business processes to be able to create credibility as well as be an effective individual and leader
• Must possess the ability to work both strategically and tactically
• Must be results, goal, and customer service orientated
• Must possess effective presentation skills as well as excellent written and oral communications skills.
• Must be able to independently plan, organize, and facilitate both team and cross-departmental group activities
• Must be able to motivate and to build a team, and foster teamwork cross-functionally.
Critical Performance Competencies:
• Process Management/ Quality Analytical Skills
• Adaptability/ Flexibility
• Partnering
• Planning and Organizing
• Technical/ Professional Expertise
• Intelligence
• Personal/ Professional Effectiveness
• Business Acumen/Strategic Business Perspective
• Self directed and self motivated
• Accountability
Value Competencies:
• Displays passion for & responsibility to the customer
• Hires, develops & rewards great people
• Displays leadership through innovation in everything you do
• Displays a passion for what you do and a drive to improve
• Displays a relentless commitment to win
• Displays personal & corporate integrity