SAP Senior Technical Quality Manager - SAP Premium Engagements Job in Melbourne, Australia

Requisition ID: 150237

Work Area: Customer Service and Support

Expected Travel: 0 - 70%

Career Status: Professional

Employment Type: Regular Full Time

COMPANY DESCRIPTION

As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

Senior Technical Quality Manager – SAP Premium Engagements

SAP Digital Business Services

Location: Victoria, Australia

Travel: Work at customer site 70-100%

COMPANY DESCRIPTION

At SAP, our vision is to help the world run better and improve people’s lives. Our customers look to us to help them Run Simple – to seamlessly connect people and technology, real-time. We help them re-imagine business and life to drive meaningful impact globally. With SAP HANA platform as the great simplifier, our customers are creating breakthroughs that solve complex, intractable problems.

As part of the SAP Digital Business Services team, you will be responsible for guiding our ANZ customers on their journey to realize the Digital Enterprise. Premium Engagements is a flagship SAP programme designed for large customers and other organizations undergoing digital business transformation. It is a tailored service offering that drives value realisation and safeguards the customer’s roadmap, design, implementation, and operation of SAP solutions both on premise and in the Cloud.

POSITION BRIEF

A Senior Technical Quality Manager (TQM) works for one or several customers who have signed a Premium Engagement contract, such as SAP MaxAttention or SAP Active Embedded. The aim of this role is to give customers a long term relationship with fast-track access to SAP for topics related to solution operations, project success and adopting innovation in their SAP centric solutions.

As a TQM, you will work mostly on-site at our customer’s premises but also remotely if required, with close links to all relevant SAP teams and partners. You will act as SAP’s Functional and technical and/or engagement lead and Trusted Advisor within the customer’s organisation. You will architect service plans as per the customer’s needs, drive service delivery execution, and align with key customer stakeholders on engagement roadmap and value realisation to ensure customer success. Where relevant, you will also be expected to lead smaller-scale delivery projects.

RESPONSIBILITIES

  • Ensure customer success across SAP on-premise and Cloud solutions

  • Project Management

  • Drive customer value realisation arising from their SAP investment & engagement

  • Act as a trusted SAP Advisor within the customer organisation

  • Evaluate and understand the customer’s landscape and business process

  • Identify and manage top risks and issues, and drive them to resolution

  • Act as the go-to-person representing SAP on any related topics or issues

  • Create detailed engagement and service plans and drive their execution

  • Conceptualize, execute, and track service delivery projects

  • Coordinate involvement of SAP Services resources onsite and in the back office

  • Actively engage in the Operation and Innovation Control Centres where relevant

  • Manage smaller-scale projects such as PoC and rapid prototyping engagements

  • Establish engagement governance and actively manage stakeholder expectations

  • Manage the engagement and/or project financials and staffing at operational level

  • Provide management and executive level reports to customer & internally

  • Actively contribute with expertise to SAP Digital Business Services community

SKILLS AND COMPETENCIES

  • 10 years TQM experience with a strong understanding of project management

  • Proven ability to engage senior mgmt. stakeholders on a project and business level

  • Excellent customer focus and active listening & communication skills

  • Technical account management experience

  • SAP functional or technical consultant experience

  • Strong business acumen and SAP-relevant industry knowledge

  • Broad architect-level understanding of SAP solutions and NetWeaver technology

  • Broad understanding of emerging technologies (Cloud, in-memory database, IoT, ML)

  • Project management experience (PRINCE2 or PMI certification desirable)

  • Value identification and realisation skills highly desirable

  • Proven risk mitigation and escalation management skills

  • Fluency in English

  • Positive and proactive individual with drive to improve and succeed

  • Flexible, agile, comfortable with change, ambiguity, and working independently

  • Excellent networking and relationship building skills

  • Skilled team player able to influence others across different functional teams

  • Comfortable working in diverse and multi-cultural environment

  • Strong and methodical problem solving ability

  • Excellent track record in delivering quality outcomes on time and within budget

  • Track record and ability in independent learning and acquiring new skills

  • Maintains focus and stays in control under stressful and challenging circumstances

  • Bachelor in Computer Science, Science, Mathematics, Engineering or similar

  • Extensive customer facing experience in SAP technology and/or applications

  • SAP Technology (e.g. Basis, ABAP, Cloud, HANA, IoT) experience preferred

  • A consulting or development background preferred

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.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com , APJ: Careers.APJ@sap.com , EMEA: Careers@sap.com ). Requests for reasonable accommodation will be considered on a case-by-case basis.

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