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Customer Service and Support

Technical Quality Manager/Services Engagement Lead, Sweden

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!

 

 

 

SAP PREMIUM ENGAGEMENTS
With the increasing accuracy and speed of technologies, businesses have a distinct opportunity to generate record profits and create new business models that wow customers and employees. To achieve such breakthrough outcomes, companies need to make sense of a growing volume of data, create a step change in productivity, and innovate with relentless speed and continuity. Any business that addresses these requirements well is what SAP calls an intelligent enterprise. 

SAP Premium Engagement is designed to help our customers succeed as an intelligent enterprise. The program helps you navigate every shift experienced while increasing your ROI through a holistic engagement model, a comprehensive service portfolio, and a full set of value-based services with predictable outcome. 

Being part of the SAP Services family, SAP Premium Engagement offer customers the highest level of on-site engagement available within SAP; supporting digital transformations, implementation projects, creating best-run operations as well as initiating innovation opportunities within our customers. These are tailored, multi-year partnerships, offering our customers access to SAP global teams of experts across product & solution portfolios. SAP MaxAttention, SAP Active Attention and SAP Value Assurance are the three types of Premium Engagement we offer to our strategic customer portfolio. 
 

ROLE DESCRIPTION
A senior Technical Quality Manager / Services Engagement Lead 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/Services Engagement Lead 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).


KEY AREAS OF RESPONSIBILITIES AND TASKS
Management of the customer engagement
o    Establish trusted relationship with customer to drive action plans
o    Define the Premium Engagement portfolio & service plan with the customer
o    Identify innovation opportunities leveraging SAP’s technology innovation portfolio
o    Review of services delivered by SAP as part of the engagement and discussions with main stakeholders from the customer or partner organizations and other SAP lines of business
o    Support the adoption of the SAP recommendation from the services delivered, by the customer and/or partner
o    Periodically prepare and present reporting 


Anticipation and identification of risks and top issues
o    Anticipation and identification of functional / technical risks and top issues.
o    Drive prevention of risks and resolution of issues and top issues according to engagement deliverables 
o    Escalation Management for critical situations

 

Engagement Extension and Renewals 
o    Ensure value recognition and visibility of value delivered at customer
o    Support extensions of the contract and renewal towards contract end date


REQUIREMENTS
Candidates must fulfill the following requirements: 
•    Master-degree or equivalent preferably in business / economics / computer science / mathematics / physics;
•    Excellent written and spoken communication skills, strong business acumen and presentation skills, ability to think freely and innovatively, strong cultural awareness, respect, diplomacy and professionalism; 
•    Highly customer service oriented with strong customer management skills;
•    Ability to build trust-based relationships and strong networks in customer IT/Business and SAP Ecosystem; 
•    Proven problem-solving skills and strong work ethic are required;
•    Open to travel; 
•    Language: fluent in both Swedish and English.


WORK EXPERIENCE
Candidates must have sufficient working experience in a professional context, consisting of: 
•    2+-years in customer engagement management / project management / program management relating to SAP engagements;
•    3+ years of relevant professional experience including extended SAP software product / SAP cloud service experience; 
•    Good understanding of the SAP technology and understanding of SAP Business Suite/Tools (e.g. SAP Solution Manager) and Cloud products;
•    SAP HANA, SAP S/4HANA and SAP Cloud Platform knowledge and experience is considered as a plus; 
•    Strong industry knowledge in Consumer Industry / High Tech industry / Process Industry are considered as a plus. 
 

 

 

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:293251 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time  | Additional Locations: 

Technical Quality Manager/Services Engagement Lead, Sweden

Facility:  293251
Posted Date:  Jul 23, 2021
Work Area:  Customer Service and Support
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%
Location: 

Stockholm, SE, 111 34


Job Segment: IT Manager, Information Technology, ERP, Program Manager, Technology, Quality, Management