SAP Center of Excellence (COE) Transformation Support Communication

The Transformation Support Communication role is responsible for driving stakeholder engagement, change adoption, and enterprise communications for SAP S/4HANA sustain operations within GBS. This position partners with SAP COE, PMO, and business owners to define and execute a change narrative that aligns with business outcomes and user impact, ensuring smooth adoption of maintenance and enhancement initiatives.

Goal of function:

The Transformation Support Communications Senior Professional plays a critical role in shaping, driving, and executing communication and change strategies for SAP S/4HANA enhancement and maintenance initiatives. The function strengthens business adoption, stakeholder alignment, and enterprise readiness by crafting compelling narratives, orchestrating leadership engagement, and ensuring clear, consistent communications that support business outcomes and user impact.

Tasks*

1) Main tasks:

Partner with SAP COE, PMO, and business owners to define a unified change narrative and adoption strategy that aligns with program goals and user impacts. Advise senior leaders on change implications, sequencing, and readiness decisions, converting program updates into actionable leadership messages and enterprise-level communication. Own the end‑to‑end stakeholder engagement and communications strategy, including segmentation, narrative building, channel selection, governance, and editorial planning. Lead change impact and readiness assessments with SMEs across workstreams; consolidate insights into leadership decisions, priority interventions, and adoption plans. Develop personas, user journeys, and “moments that matter” communications that progress users from awareness to proficiency, tailored by region, role, and impact. Design and execute measurement frameworks for adoption and engagement, using KPIs to identify corrective actions and sustainment needs. Establish a communications operating model, including governance processes, content standards, intake procedures, and feedback loops, ensuring scalable and consistent delivery. Identify, manage, and escalate change risks and resistance patterns, partnering with training, deployment, and process teams to support adoption. Enable leaders as communicators, creating toolkits, talking points, and facilitating workshops to strengthen sponsorship and message effectiveness.

2) Stakeholder Engagement

• Provide communications support to adjacent transformation initiatives beyond SAP when required.
• Support cross-functional meetings, strategic reviews, and governance sessions with communication materials.
• Maintain communication repositories, templates, and brand‑aligned content standards.

3) Miscellaneous tasks:

Capability development: Contribute to the design and gradual build-up of a Data Maintenance / Data Operations capability, including definition of roles, skills, operating procedures, and onboarding of resources as required.

• Lead special communications workstreams for high-impact transformations or leadership announcements.
• Support organizational culture initiatives related to digital adoption and transformation mindset.

Organization*

The function incumbent reports to:

Organizational unit:

GBS-ITS Service Manager

GBS ITS SAP COE

Important internal interfaces:

Important external interfaces:

Please list cooperation with important departments, sites, subsidiaries etc.

• SAP COE workstreams
• PMO
• Global/Regional Business Process Owners
• HR & Change Enablement
• Training & Deployment Teams
• Senior Leadership / Executive Steering Committees

Please list cooperation with important external companies, agencies, authorities etc.

• External communications agencies
• Consulting partners
• Technology vendors

Key Performance Indicators

• Effectiveness of communications (reach, clarity, channel utilization).
• Stakeholder satisfaction and qualitative feedback.
• Adoption and readiness indicators (behavioral shift, usage KPIs).
• On‑time completion of communication deliverables by release cycle.
• Reduction in resistance signals and change‑related escalations.

Qualifications, experience, know-how and skills critical for success*

1) Required training and education:

• MBA or equivalent professional experience.
• Degree in Communications, Change Management, Organizational Development, or related field preferred.

2) Required professional experience (in years):

10+ years leading enterprise communications and change management for large-scale platform or ERP programs (SAP preferred)

3) Important personal qualities:

• Executive presence and strong advisory capabilities.
• Ability to simplify complex topics and craft compelling narratives.
• Strong relationship-building and stakeholder management skills.
• Resilience in highly complex governance environments.

4) Other specialized knowledge:

a) Technical Knowledge

Change management frameworks (Prosci, Kotter, etc.).

Communications architecture, narrative development, and strategic messaging.

b) Languages

English (fluent); additional languages beneficial for global audience engagement.

c) IT Skills

Proficiency in content management systems, collaboration tools, and analytics platforms.

Familiarity with SAP environments preferred.

d) Product knowledge

SAP S/4HANA and associated business processes (preferred).

5 ) Special personal requirements:

Please list requirements such as willingness to travel or work weekends or shifts etc.

• Willingness to work across global time zones.
• Occasional travel depending on project needs