Premium Engagements Technical Quality Manager_Returnship Program (Remote)

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Purpose & Objectives:


SAP’s Returnship Program is a 20 week paid returnship targeting mid-career professionals who’ve taken a 2+ year career break for caregiving, relocation or military service. Since 2018, SAP has offered a structured returnship program because we appreciate the skills you offer, the perspective you provide, and the contributions you will make.


SAP’s West Market Unit is looking to fill returnship positions in our Premium Engagements business, which caters to our large and strategic account base. The returnship program prepares the candidate for technical program management roles in the “Technical Quality Manager” track, to support our concierge service "Premium Engagements" offerings such as SAP MaxAttention, SAP ActiveAttention and SAP Value Assurance.


Expectations & Tasks:


The candidate will immerse themselves in the Rhythm of the Business, starting from the "Day In the Life" of a Technical Quality Manager working with internal and external stakeholders. Internal stakeholders range from Product Engineering, Industry Business Units, Sales, PreSales and Virtual Account Teams, our Centers of Expertise, and other coworkers in Services. External stakeholders can be our large customer base, system integrators and partners.


This opportunity will prepare the Technical Quality Manager candidate for a general management discipline, with the potential of acquiring experience in, including but not limited to, technical account management (proactive service solutioning, scoping and many aspects of IT service management such as incident management, issue management), technical program management (Focus Technical Quality Management), project management, enterprise architecture, P&L management (revenue forecasting, delivery backlog), and account hygiene practices (account health, QBR, NPS Surveys) 


The geographical scope of the West Market Unit is the United States West Coast. During the tenure of the returnship, the role will be remote, working from home office. Upon successful completion of the returnship, candidates may be evaluated for opportunities in full-time roles, depending upon competence as well as business need.


A full-time Technical Quality Manager leads virtual teams of experts, engineers and architects from SAP to engage with customers and sales teams to assist in digital transformation for named customer accounts.


Technical Program 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
  • Develops proficiency in 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


Technical Account Management, 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
  • Understands customer’s entitlements, and ensures effective use of entitlements by means of outcome-based services
  • 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


Additional Notes:


  • The duration of the program will be up to 20 weeks and be driven by the performance of the candidate. Upon successful graduation, the candidate will be considered for full-time positions based on business need and vacancy


Travel Percentage:


  • The position will be remote during the duration of the returnship. Candidates that will be converted to full-time must be prepared for business travel as required. Post-COVID, as conditions fall back to normal, and depending on the assigned clients’ preference, travel to clients on the West Coast will be necessary. Due to hybrid work arrangements, while we anticipate flexibility, frequency of travel will based on client and business priorities and preference.
  • As a general practice, we strive to maintain a healthy work-life balance to optimize business travel when necessary to build customer relationships, engage in key events such as project kickoffs, milestones, steering committee and/or quarterly business review meetings. Therefore, in some cases, travel could be as frequent as every week.
  • For their own convenience, we recommend that candidates are located close to major airports to minimize travel time.







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

Requisition ID: 352792  | Work Area: Administration  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Limited Full Time   | Additional Locations: Virtual - USA #LI-Hybrid.

Requisition ID:  352792
Posted Date:  Nov 23, 2022
Work Area:  Administration
Career Status:  Professional
Employment Type:  Limited Full Time
Expected Travel:  0 - 10%

Bellevue, WA, US, 98004

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Nearest Secondary Market: Bellevue

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