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Senior TQM/PM

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Date: Mar 1, 2021

City: Beijing, 11, CN

Company: SAP



Requisition ID: 269591
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time



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.


Position:        Sr. Technical Quality Manager

Team:             High Tech & Consumer Industry Group, SAP Services China

Location:         Beijing/Shanghai/Shenzhen



About SAP Services:

  • SAP Services (formally DBS), as the service arm of SAP, enables the long term and end to end software LiveCycle success at SAP key customers. With our help, customers can leverage the SAP best practices and adapt them to the ever-changing market and business needs. SAP Services Greater China has been the fastest growing location worldwide.


Short Description:

  • There has been a fast growing demand for Premium Engagements services in the last ten years via MaxAttention Services, Value Assurance Packages, and ActiveAttention (formally EmbededActive) Services,  especially with strategic customers.
  • The Technical Quality Manager (TQM) plays leadership role in orchestrating the overall Premium Engagement service deliveries onsite and remote.
    Key Responsibilities:
  • Create & align Service Plans for the engagement with customer and other stake holders in the areas of E2E application lifecycle management, integration, operations, and accelerated innovation.
  • Drive Service Plan execution, tailor service delivery to the specific customer needs, and measure the results to demonstrate the value to customer management.
  • Driving service renewal for Premium Engagement at the customer.
  • Assure on-time/on-budget delivery with good quality and high customer satisfactory
  • Facilitate identification, analysis and resolution of Top Issues.
  • Join Service Deliveries for their customer wherever possible.
  • Create and maintain SAP-internal and customer management reporting (CRM Cases, Balanced Scorecard based management report, Service Level Agreement Report, etc.).
    Key Requirements:
  • Proven experiences in at least one of the industry sectors: High-Tech, Telco, Consumer Products, and Retail.
  • Substantial IT knowledge and knowledge of SAP products and their technology.
  • Experience in handling critical customer situations (bonus for experience as De-Escalation Architect or Escalation Manager).
  • Previous delivery experience as Project Manager, Solution Architect, Team Lead at consulting companies, or SAP CoE lead.
  • Prefer ability to create customer-specific service plans and tailor SAP standard services based on an intimate understanding of the customer solution.
  • Excellent communication skills in both verbal and written English.
  • Excellent communication and presentation skills and etiquette to collaborate with senior managers at customer site, SAP Field and DBS Senior Management.
  • A real team player with initiative and 'can do' attitude who learns and adapts quickly in an international environment.
  • Business mindset and result oriented.
  • Being able to work under pressure, in critical situations and under tight deadlines.
  • Ability and willingness to work onsite at customers for > 100 days per year.


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.

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.

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