Customer Service and Support

Lead TQM - West Services

We help the world run better

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Apply now!



The Engagement Lead will serve as the program manager and be responsible for technical program management for white-glove engagements at strategic customers on the US West Coast. Also known as the Technical Quality Manager, the Engagement Lead will be the primary touchpoint for our premium success offerings including SAP MaxAttention, SAP Value Assurance and SAP Active Attention. This role will lead teams of experts and engineers from SAP to engage with customers and sales teams to assist in digital transformation for named customer accounts, and will be responsible for:

Enterprise Customer Experience & Technical Account Management

  • Develops an understanding of the customer’s business and business processes
  • Understands the customer’s current SAP landscape, identifies opportunities for improvement and drives SAP adoption. Understands client needs by persona, user story and map to define new requirements vs. existing capability
  • Utilizes profound understanding of SAP services portfolio to craft tailored engagement plans to safeguard key transformation initiatives, covering innovation as well as ongoing utilization of already live systems
  • Engages SAP experts, architects, and engineers from our Centers of Expertise to lead architecture, design & planning workshops around new capability introduction, technical feasibility, integration to advise on best practices, and identify opportunities for optimization and improvement
  • Engage SAP experts to define innovative solution approaches for requirements and user stories while minimizing technical debt, and ideate on proofs-of-concept and pilots to address new capability rollouts
  • Utilizes SAP operational standards and service delivery lifecycle concepts to lead initiatives to drive performance, scale, and resilience
  • Advises customers on operational readiness concepts and lead implementation of operational control centers, business process telemetry and monitoring
  • Advises customers on adoption of lean, agile development concepts and application lifecycle management, thereby driving a high standard of technical quality management
  • Engages with Sales in solutioning requirements and to expand the engagement

Engagement Setup and Governance

  • Defines and agree with customer on engagement roadmap including charter, scope, including innovation roadmap, focus areas and Service Plan
  • Facilitates executive meetings. Provide a Balanced Score Card-based overview of the engagement on a quarterly basis to demonstrate the value from outcome-based deliveries
  • Manages engagement performance using delivery standards and KPIs. Monitor resource and entitlement usage
  • Proactively identifies maintenance-at-risk situations and coordinate measures to reestablish customer's trust in SAP

Issue Management and Risk Register

  • Manages top issues. Condense issues to top issues and ensure resolution thereof according to engagement deliverables
  • Employs available escalation mechanisms to manage critical situations with SAP and customer top management when required
  • Coordinates involvement of all SAP resources onsite and in the back office


  • Must possess a broad understanding of SAP technologies, platforms and offerings
  • Must possess or develop an understanding of SAP service portfolio to advise customers on crafting journeys and engagement plans around standardized design towards well-architected solutions, as well as industry and SAP-best practices to ensure well-run SAP applications
  • Must have prior experience leading virtual teams, and the ability to influence cross-functional resources to articulate and define client requirements
  • Experience leading design, implementation, and change management projects. Experience with full-cycle projects is preferred, and will also consider experience with advisory engagements at various points in the solution lifecycle
  • Bachelor or Masters’ STEM Degree: Science, Tech, Engineering, Math and /or equivalent experience in the field of technology. Alternatively, non-STEM degrees may be allowed when accompanied by relevant work experience, aptitude, or a minor in a STEM category
  • Equivalent experience in the field of technology is defined as 8+ years of hands-on experience in current cloud, platform, and application technology, and/or current software, solution, or app programming or development.
  • Preferred SAP HANA, SAP S/4 HANA, SAP Business Technology Platform experience
  • Proven problem-solving skills and strong work ethic. Strong facilitation, negotiation, and de-escalation skills
  • Prefer familiarity with agile methodology and sprint-based deliveries
  • Must be willing to travel to customer locations, post-COVID. Candidates must be located close to major airports to be able to travel to customer locations on the West coast
  • This role offers the candidate the flexibility of operating from their home office when not traveling for business
  • Multiple positions exist for this role, and will be leveled depending on experience and seniority


We build breakthroughs together

SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs, together.

We win with inclusion

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility 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:
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Requisition ID: 338227  | Work Area: Customer Service and Support  | Expected Travel: 0 - 50%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: Virtual - USA #LI-Hybrid

Requisition ID:  338227
Posted Date:  Jun 8, 2022
Work Area:  Customer Service and Support
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 50%

Bellevue, WA, US, 98004

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Nearest Major Market: Seattle
Nearest Secondary Market: Bellevue

Job Segment: Cloud, ERP, SAP, Change Management, Program Manager, Technology, Management