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Customer Service and Support

Technical Quality Manager

What we offer

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!

 

 

Position Summary:

A Technical Quality Manager is responsible for defining and orchestrating the portfolio of services to SAP Premium Engagement Customers. As trusted advisor on-site with the customer you have a crucial role in supporting the setup and execution of the customer digital transformation roadmap with SAP services. Based upon your SAP track record you have both the functional and/or technical experience and coordination skills to orchestrate SAP global teams and specialists to create tangible business outcomes for our customers. The senior Technical Quality Manager effectively combines the roles of a portfolio manager (identifying and prioritizing Premium Engagement Services with customers), and service delivery manager (ensuring Premium Engagement Services are delivered as contracted). As a TQM you are accountable for the day to day execution of the SAP MaxAttention portfolio & service plan, methods and tools, and best practices across all systems & landscape environments and platforms. You are responsible for executing on the customer s value-based, digital transformation roadmap, making full use of innovation services, orchestrating the prototyping of business scenarios, fostering a platform for ideation and innovation, and capturing the value of SAP MaxAttention. You will develop and demonstrate a premium level of understanding of the customer s strategic business goals, business processes, landscape, industry norms and all available and late breaking technology as well as newly developed SAP MaxAttention services. As a technology and business aficionado, you guide your customers on the proper adoption and deployment of predictive analytics, the internet of things, machine learning, artificial intelligence, blockchain, drones and sensors, and the positive impact these technological advancements can have on your customer, their employees and work-place safety, their end-customers and the environment.

The TQM demonstrates a premium level of enthusiasm for technology enabled business advancements, clearly articulating to the customer current technology trends including public and private cloud, on-prem and hybrid technologies and trends; disruptive technologies, the industry of automation, machine learning,, visualization, PAAS, SAAS, IAAS, IOT, Industry 4. 0, cyber security, big data, artificial intelligence, blockchain, and so on.

The TQM collaboratively aligns and coordinates with all other customer relevant SAP employees and keeps the regional SAP leadership team and the customer s SAP MaxAttention team aware of progress, risks, challenges, and accomplishments.

 

SAP MaxAttention is a premium and strategic engagement with SAP s largest customers. As such, the TQM:

  • Ensures the engagement meets the highest level of standards and excellence
  • Develops and maintains a strong customer relationship and works to be recognized as a Trusted Advisor providing unbiased guidance
  • Collaborates with any System Integrator or Partner of the customer.
  • Captures and reports how the engagement is driving business value to the customer, accelerating Time To Value, optimizing operations, reducing total cost of operations (TCO), and safeguarding the transformation

 

It is the TQM s responsibility to:

  • Execute on the customer s digital transformation roadmap
  • Orchestrate prototyping of business scenarios, and drive realization for positive outcomes
  • Establish powerful long-term relationships based on the LACE (Land, Adopt, Consume, Expand) operation model
  • Be a Trusted Advisor and "Talk Business" and Value & Outcomes
  • Support the technical integration of the entire solution and product set, end to end across all landscapes and platforms
  • Provide a platform for ideation on business scenarios
  • Drive adoption of model company and industry reference architecture
  • Foster a culture of empathy, ideation and innovation
  • Ensure empowerment of the customer team
  • Recommend adjustments to the SAP MaxAttention Service Plan as needed
  • Facilitate and provide recommendations for technical or business process improvements
  • Remove complexity for the business and for end users wherever possible
  • Identify top issues, define the associated action plan & drive the resolution process
  • Coordinate involvement of all SAP resources onsite and in the back office
  • Deliver the right expertise to the customer at the right time
  • Ensure the customer receives immediate help in crisis situations

 

Requirements:

  • Bachelor or Masters Degree: Science, Tech, Engineering, Math and / or equivalent experience in the field of technology.
  • Equivalent experience in the field of technology is defined as 2-6 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 Cloud Platform experience.
  • 5+ years of experience in a client facing lead consultant capacity delivering full-lifecycle implementations and support for SAP technologies, ideally involving S/4 HANA.
  • Ability to drive digital transformation discussions with client executives.
  • Ability to lead de-escalation situations at client.
  • Strong understanding of architecture, functionality, and business processes related to SAP technologies.
  • Exceptional written and spoken communication skills, strong business acumen and presentation skills, ability to think freely and innovatively, respect, diplomacy, and professionalism, and is highly customer service oriented with strong customer management skills.
  • Proven problem solving skills and strong work ethic are required.
  • Solid experience in leading virtual teams
  • English: Fluent

 

 

We are SAP

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.

 

Our inclusion promise

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: Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com.

 

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:307176 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time  | Additional Locations: 

Technical Quality Manager

Facility:  307176
Posted Date:  Oct 13, 2021
Work Area:  Customer Service and Support
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%
Location: 

Las Condes, CL, 7560968


Job Segment: Information Technology, IT Manager, Engineer, ERP, Technology, Quality, Engineering