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Role Overview

The Customer Change Management Lead for SAP is tasked with fostering early-stage adoption, aligning stakeholders, driving behavioural changes, and ensuring lasting engagement with a proprietary AI-powered, codeless test automation platform, specifically within enterprise SAP initiatives. Positioned at the nexus of SAP transformation, digital assurance, organizational change, and customer enablement, the role ensures that clients not only deploy the platform but embrace and advocate modern AI-driven testing methodologies.

This senior, customer-interfacing position requires close coordination with SAP program heads, QA leaders, business users, and internal customer success, delivery, and product teams to minimize adoption challenges, enhance preparedness, bolster executive support, and transition customers from manual or legacy testing toward scalable, disciplined, platform-directed quality assurance.

Key Responsibilities

Develop comprehensive change management strategies to transition teams from manual and legacy testing approaches to AI-driven automation via the proprietary platform.
Identify key stakeholder groups, potential resistance, adoption risks, communication shortfalls, training necessities, and prioritize interventions across SAP projects.
Analyze customer organizational structures, decision-making pathways, influential leaders, blockers, and escalation routes to underpin adoption tactics.
Establish trusted partnerships with SAP functional units, QA leaders, business users, program sponsors, and senior stakeholders.
Maintain executive buy-in through clear communication of adoption plans, risk assessments, readiness status, and measurable outcomes.
Design and implement role-based learning programs, workshops, enabling sessions, and develop reference and adoption support materials.
Translate complex concepts involving SAP testing, AI automation, API-driven and data-driven testing into digestible formats tailored for diverse business and technical audiences.
Steer early platform utilization to encourage proper test design, consistent platform usage, reusable assets, and meaningful automation coverage aligned with compliance standards.
Prevent superficial adoption, misuse, and behavioral backsliding by reinforcing standards and accountability.
Create compelling communication narratives emphasizing the necessity of change, user benefits, and how contemporary testing enhances SAP transformation outcomes.
Conduct adoption roadshows, leadership briefings, user engagement meetings, success story presentations, and highlight impact metrics to stakeholders.
Gather user feedback on platform usability, learning gaps, obstacles, resistance trends, and weaknesses in enablement during early deployment phases.
Utilize field insights to drive continuous improvements in training and formulate actionable recommendations for customer success, delivery, and product development teams.
Collaborate cross-functionally with implementation, product, QA, and customer success teams to address adoption challenges and enhance customer satisfaction.

Qualifications and Experience

Applicants should hold a bachelor's degree in Information Technology, Computer Science, Engineering, Business Administration, Organizational Development, Management, Psychology, Human Resources, or a relevant field. Advanced degrees like an MBA or master's in Organizational Development, Technology Management, Enterprise Systems, or Digital Transformation are advantageous for managing extensive stakeholder ecosystems. Formal certifications or training in change management, project management, agile methodologies, SAP, testing, and digital transformation bolster candidacy when paired with corresponding work experience.

The role demands 8 to 14 years of professional experience encompassing organizational change management, customer enablement, stakeholder engagement, enterprise technology adoption, SAP programs, digital transformation, QA modernization, and software testing innovation. Proven leadership of change or adoption initiatives within large-scale SAP programs—especially involving SAP S/4HANA, SAP ECC, SAP modules, or automated testing—is expected. The candidate should be adept at engaging executives, training varied user groups, managing resistance, and transforming adoption risks into effective interventions, with hands-on responsibility for adoption frameworks, readiness tracking, training management, stakeholder communications, and post-training reinforcement.

Technical Expertise and Skills

Deep familiarity with SAP operational processes, program architectures, functional teams, testing scenarios including regression, integration, UAT, defect management, and QA governance.
Knowledge of modern testing technologies such as AI-driven codeless automation, self-healing scripts, API and data-driven testing, reusable asset management, and cloud-native platforms.
Ability to articulate platform functionalities into actionable adoption behaviours for QA teams, users, and leadership.
Skills in adoption planning, stakeholder mapping, training strategy formulation, communication development, readiness evaluation, feedback incorporation, and enablement metrics analysis.
Proficiency with standard enterprise tools for collaboration, presentations, documentation, workshops, and program management.

Soft Skills and Behavioral Attributes

Exceptional skills in communication, storytelling, listening, facilitation, and executive-level influencing.
High emotional intelligence with competence in political sensitivity, patience, empathy, judgement, and maturity navigating ambiguity and resistance.
Capacity to earn credibility without formal authority, manage stakeholders with conflicting priorities, and foster behavioural change through trust.
Strong analytical, problem-solving, ownership-driven mindset, teamwork capability, and resilience in fast-evolving product-centric contexts.

Preferred Qualifications and Additional Value

Preferred candidates will possess certifications like Prosci, CCMP, PMP, PMI-ACP, Scrum Master, ITIL, SAP functional credentials, or software testing accreditations. Experience in SaaS rollout, digital assurance, QA transformation, product adoption, AI automation, and industries such as banking, retail, or regulated sectors enhances candidacy. Background in matrix teams, global delivery models, consulting, or platform-led change initiatives is similarly advantageous. Proven development of adoption scorecards, persona-based training paths, communications kits, and leadership updates is beneficial.

Eligibility

Applicants should hold at minimum a graduate degree in any discipline.

Compensation

The role offers an annual salary ranging from 1,200,000 INR to 2,200,000 INR.

Customer Change Management Lead - SAP

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