Technical Quality Manager

For the execution of our premium engagements we are looking for Technical Quality Managers (TQM) working onsite at our customer's premises. As a TQM you will act as SAP's Support front office lead within the customer's IT-organization. You will architect the service plans to the customer's needs and head the service delivery. You will be involved in the customer's SAP projects as a supervisor from SAP's point of view, thus proactively safeguarding implementations, operations, and upgrades. It will be your responsibility to create and maintain a trustful and cooperative relationship between the customer and SAP Support on project level.

SAP Active Global Support is recognized for its world-class service and support offerings. We continuously strive to further improve our service portfolio and engagement programs with the goals of optimizing our customer's solutions and safeguarding their operations. SAP Support premium engagements (SAP MaxAttention, SAP ActiveEmbedded) are tailored solutions for the implementation, operation, and upgrade of SAP solutions.

EXPECTATIONS AND TASKS:

• As TQM you will be responsible for the following tasks:
  • Understand the customer's solution landscape and business processes
  • Acquire the role of a trusted SAP advisor inside the customer organization
  • Create detailed engagement and service plans and drive their execution
  • Coordinate involvement of SAP Support resources onsite and in the back office
  • Identify top issues, define according action plan and drive the resolution process
  • Report to management and executive level
  • Travel requirement at least 50%

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES:

• You are the right person for this job if you bring in the following:
  • Excellent customer management skills
  • Proven ability to work with customers on project- and senior management level
  • Project management experience
  • Technical knowledge
  • Broad understanding of SAP solutions and NetWeaver technology
  • Broad understanding of the SAP organization
  • Fluency in English and preferably German

WORK EXPERIENCE:

• The ideal candidate would have:
  • Master Degree or equivalent
  • A consulting background or a support background with customer focus
  • 3+ years experience in customer interaction