Technical Quality Manager

**Requisition ID**:219099
**Work Area**:Consulting and Professional Services
**Expected Travel**:0 - 20%
**Career Status**:Professional
**Employment Type**:Regular Full Time
**COMPANY DESCRIPTION**

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.
**ROLE DESCRIPTION**:
We are looking for a Senior SAP Technical Consultant, SAP Technical Consulting Manager, Project Manager with a technical SAP background or someone with a similar skill set and the intention is to grow into a role managing an SAP customer on a technical base up to Top Management levels.

The Technical Quality Manager (TQM), which provides a rapid growth path to take responsibility for the complete MaxAttention and ActiveEmbedded Service delivery for our SAP Top SA accounts and handle their relationship responsibly on a primarily technical basis.

Execute the SAP global Support Strategy to enable our customers running their End-to-End Solution Operation. You will be involved in the customer’s mission critical SAP projects to proactively ensure the continued technical success of their SAP solution. Special focus is put on support enablement for the latest technologies, components and solutions to continually minimize technical risks and technically optimize the customer’s SAP solution with special focus on SAP innovation topics.

As TQM you will be working mostly at the customer’s location as the key interface between the customer and SAP Active Global Support. As part of the SAP Active Global Support Team you will also support our top customers in critical situations facilitating global support processes and representing SAP’s global support teams around the world, helping these customers to receive appropriate support.

**EXPECTATIONS AND TASKS**:

- Deliver SAP MaxAttention and ActiveEmbedded Support Engagements
- Fully understand the customers’ solution landscape and business processes
- Mitigate risk and address issues to prevent escalations in SAP solutions for mission critical processes
- Manage Top Issues and Risks endangering go-live, system stability and system availability as well as to define an action plan to mitigate these risks
- Ensure resolution of issues according to engagement deliverables (right expertise at the right time)
- Monitor progress to ensure issue resolution
- Involve experts and the SAP Support back office to solve customers’ issues
- Create a service plan and drive execution
- Assist in the definition of upgrade path, release and change-management strategy
- Managing the availability of the solution (including performance monitoring and incident handling)
- Coordinate tasks and align concrete communication and escalation paths between SAP, customer and partner
- Prepare reports on management level and presentations for executive meetings at the client
- Evolve to the role of a trusted SAP support Advisor for the customer
**WORK EXPERIENCE**:

- Broad understanding of SAP solutions, HANA and NetWeaver technology
- Project management experience
- 7+ years experience in customer interaction
**EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES**:

- Bachelor/Masters Degree (Technical University degree preferred)
- Certified SAP Technology consultant or proof of similar experience in the SAP support services environment
- Make-it-work attitude
- Interest in SAP Technical Operation (how to run and support a solution, optimize performance )
- Interest to help customers in critical situations
- Negotiation skills
- Presentation and Communication skills
- Conflict management skills
- Self-confident and diplomatic character
- Strategic and analytical thinking skills
- Coordination and Decision-making skills
- Drive for results
- Taking Accountability
- Willingness to travel and work on-site at our key customers
- Willingness to travel overseas for training
- Fluency in English

Preferred Knowledge:

Clear understanding of SAP Premium Support Engagements, Strategy, Goals, Programs and Service Offerings
- Ability to judge customer situations and projects regarding implementation success (business impact, unplanned production down situations, market impacts) with reference to strategic support planning.
**WHAT YOU GET FROM US**
**SAP'S DIVERSITY COMMITMENT**To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.