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Technical Quality Manager Job

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Date: May 26, 2019

City: Casablanca, CAS, MA, 2191

Company: SAP

 

 

Requisition ID: 213152
Work Area: Consulting and Professional Services
Expected Travel: 0 - 60%
Career Status: Professional
Employment Type: Regular Full Time

COMPANY DESCRIPTION
SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.

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.

JOB LOCATION

 

Preference will be given to candidates originally from Algeria / Tunisia / Ivory Coast / Senegal

Job Location: Casablanca, Morocco

Travel: 80% Through Francophone Africa

 

ROLE DESCRIPTION:

 

We are looking for a SAP Technical Quality 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. 

 

We are offering a position in the  SAP Digital Business Services (DBS) in the role of a Technical Quality Manager (TQM), which provides a rapid growth path to take responsibility for the complete MaxAttention and Active Attention 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 Digital Business Services. As part of the SAP Digital Business Services 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 Premium Support Engagements (SAP MaxAttention, ActiveAttention, Value Assurance…)
  • 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 (including HANA and  S/4 HANA, SAP Cloud solutions)
  • Project management experience
  • 7+ years’ experience in customer interaction 
  • 7+ years of hands-on consulting experience in one of the following areas: SAP Finance, SAP Logistics, SAP Analytics or SAP Technical Architecture  

 

EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES:

 

  • Bachelor/Masters Degree (University degree preferred)
  • Certified SAP 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 French and English

 

Preferred Knowledge:

 

  • Knowledge of SAP Support strategy, organization and processes, including Escalation and War-room methodologies
  • 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

Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now.

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 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).

Successful candidates might be required to undergo a background verification with an external vendor.

Additional Locations: Virtual - Morocco


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