Organizational Change Manager

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.

What you’ll build

We are looking for an experienced Organizational Change Manager to own and drive the Change & Enablement Approach for our large-scale strategic IT Transformation Program HCSM (Harmonized Customer Service Management) for the domain Customer Support and generic cross platform topics.

The Organizational Change Manager plays a pivotal role in ensuring adoption of the harmonized customer service management processes at SAP. This is a prerequisite to leverage the value delivered. Customer Support processes and the underlying platform are complex – scope and deliveries need to be translated into understandable, tangible and value-oriented assets. Driving Support Transformation and overall platform adoption is strategic for SAP. This makes communication, enablement and well-orchestrated organizational change management key success factors for the overall success as they drive adoption and subsequent value realization.

The Role:

The Organizational Change Manager follows our overall organizational change management (OCM) approach while driving stakeholder management operationally focusing on the Customer Support domain and the underlying platform. As Organizational Change Manager Customer Support and Platform Topics, you will form a power couple with the Domain Lead and work with the Product Managers in that area, work closely with product streams (engineering), Onboarding Managers as well as key stakeholders in the business (e.g., OCM Leads, Power Users, Change Agents, Business Key Contacts) to ensure high user adoption. This includes managing effective go-live communication, driving success & value stories, and preparing and conducting HCSM Experience Forums (i.e. dedicated customer sessions) to have the engineering teams show and tell the value the program delivers. The Organizational Change Manager also oversees all “marketing material” that goes out through the various channels towards our internal customers in the context of Customer Support and cross platform.

As responsible for cross topics, the Organizational Change Manager Platform maintains an overview of activities that affect the different domains to keep them together, works closely with the other Organizational Change Managers to align plans, and executes the OCM activities accordingly.

What you bring

• Master’s degree in (computer) science, business administration, or related field.
• 8+ years of working experience (ideally at SAP)
• Experience with Organizational Change Management
• Knowledge of IT Service Management based on ServiceNow
• Excellent communication skills
• Basic project and program management skills
• Structured and analytical thinking
• Fluency in English

You need to bring an interest and good understanding of new technologies and very strong problem-solving skills. A proven track record with exposure to executive leadership is a plus. Ideally you have worked collaboratively in cross board settings. Experience with driving adoption and increasing usability is highly appreciated.

Where you belong

The Organizational Change Management and Customer Support Team is part of the Product Management Unit for our products delivered through the Harmonized Customer Service Management platform. We are a diverse team of experts for OCM, documentation, communication, user experience, enablement and Product Managers.

We do the marketing for the value delivered and drive Organizational Change Management through targeted cross communication (e.g., on achievements, success stories, delivery timelines, and platform upgrades), Value Area and product specific communication (rollout, features), WIPS & enablement (AKA end user documentation and training) always with an open ear to our internal customers through surveys and usability initiatives (e.g., Go Gemba sessions).

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Requisition ID: 459545  | Work Area: Corporate Operations  | Expected Travel: 0 - 10%  | Career Status: Graduate  | Employment Type: Limited Full Time   | Additional Locations:  #LI-Hybrid