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Senior Technical Quality Manager Basis | funcional expert Job

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Date: May 12, 2019

City: Mexico City, DIF, MX

Company: SAP



Requisition ID: 211045
Work Area: Customer Service and Support
Expected Travel: 0 - 40%
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.

General description of SAP Premium Engagements and TQM Purpose

A Technical Quality Manager (TQM) works for customers which have signed a Premium Engagement contract, such as SAP MaxAttention or SAP Active Attention. The aim of this role is to give customers a long term relationship with better access to SAP for topics related to solution operations, project success and adopting innovation in their SAP centric solutions. The TQM manages the selection and delivery services out of the SAP portfolio of proactive and reactive support services at the right point in time. The TQM also acts as a link to all relevant SAP departments and the SAP Partners for all phases of the customer lifecycle.


The content of a Premium Engagement is defined in a contract. The exact scope is getting agreed during regular alignment meetings between the customer, Service and Support Lead or Engineering Architect, TQMs and the SAP Account team.


The TQM needs to understand and has to work with several areas of a customer organization sucha as Customer IT Department. Customer Business Departments and Customer Purchasing Department


The TQM must have a Basis background with deep understanding in Hybrid solutions and integrations (cloud an on premise), also knowledge in SAP Cloud Platform, IOT, ML, Big data is a must.  

Career Level Summary:

On career Level “Senior” the TQM works typically on complex customer software solutions with one or few projects. He or she can work independently in this environment and takes the required steps to involve SAP Backoffice functions when needed. The Senior TQM identifies areas where the DBS engagement can add value to the customer IT and business departments and aligns these with the Service and Support Lead or Engineering Architect and SAP Account team.

Larger service plans and support programs such as Engineering Services are aligned directly with customer senior management successfully and the Senior TQM is proficient in communication with CIOs (or equivalent) of medium size companies. A Senior TQM might also take over one of the following roles of an engagement: Cloud & Support Lead, Technical Lead




Required to understand Hybrid landscapes (Cloud / On premise / Integration), Understanding and positioning of Intelligent Enterprise, Technical evaluation and documentation of customer situation, Identification of risks and top issues, Execution of the Engagement Plan, Management of service and action plan, Operations and Innovation Control Centers and Engineering Services delivery, Establish SAP Solution Manager as collaboration platform, Documentation and reporting of Engagement status, action and value, Engagement Extension,


This role requires a Senior Basis / Functional background, in different industries, with strong leading skills as he/she has to lead different resources (remote/onsite) from different regions/continents.


We’re looking for a high motivated person with strong commitment, able to guide our customer to the Intelligent Enterprise.

Functional Experience

  • Problem Resolution: he/she is able to effectively resolve or drive resolution for problems that require the creation of new and innovative approaches
  • Ability to manage Customer Solutions in top maintenance segment (level 1).
  • Is able to manage enterprises of larger size and their solution landscape and contributes to the solution of critical customer issues.
  • Good understanding of the SAP technology and understanding of SAP Business Suite (Application).
  • Is able to stablish communication with different SAP teams to align the support strategy.
  • Very good understanding of DBS tools (e.g. SAP Solution Manager) and is able to present and explain strategy and demonstrate capabilities to customers
    Other Experience
  • Communication to Senior management in larger companies
  • Experience as an DBS onsite service team lead, such as Solution Management Assessment, or as project manager for implementation projects


  • Bachelor in Computer Science, Science, Mathematics, Engineering or similar



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: or, APJ:, EMEA:

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

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