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Technical Quality Manager / Customer Engagement Lead Job

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Date: Aug 12, 2019

City: s-Hertogenbosch, NB, NL

Company: SAP



Requisition ID: 216017
Work Area: Consulting and Professional Services
Expected Travel: 0 - 80%
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.

A SAP Customer Engagement Lead is responsible for defining and orchestrating the portfolio of services to SAP customers with Premium Engagements. As trusted advisor on-site with the customer you have a crucial role in the co-creation and execution of the customer digital transformation roadmap with SAP services. You are driven by innovation and customer focus. Based upon your SAP track record you have both the experience and management skills to orchestrate SAP global teams and specialists to create customer results. The SAP Customer Engagement Lead effectively combines the roles of a portfolio manager (identifying and prioritising Premium Engagement services with customers), a contract manager (defining and contracting Premium Engagement services) and service delivery manager (ensuring Premium Engagement services are delivered as contracted).

SAP Premium Engagements offer customers on-site the highest level of engagement available within SAP: Accompanying digital transformations, implementation projects, creating best - run operations as well as initiating innovation opportunities within our largest customers. These are entirely tailored, multi-year partnerships, offering our customers access to SAP global teams of experts across product & solution portfolios.

As a SAP Engagement Lead you are accountable for the day to day execution of the SAP Premium Engagement portfolio & service plan, methods and tools, and best practices across all systems & landscape environments and platforms. 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 services.
The SAP Engagement Lead demonstrates, also driven by our customers, a premium level of enthusiasm for technology enabled business advancements. Topics for our customers are for example public and private cloud, on premise and hybrid technologies, machine learning, PAAS, SAAS, IAAS, IOT, Industry 4.0, cyber security, big data, quantum computing, artificial intelligence, block chain and smart factories.


  • Lead strategic initiatives
    • Identify and lead strategic initiatives successfully, that have a significant impact to the success of both the customer and SAP.
  • Execution and management of the engagemento
    • Define the SAP Premium Engagement portfolio & service plan.
    • 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.
  • Technical evaluation and documentation of customer situation
    • Obtain a detailed understanding of the customer situation, including SAP solution landscape (on premise and cloud) and roadmap, core business processes, interfaces, critical projects and top issues and makes sure they are well documented.
  • Anticipation and identification of risks and top issues
    • Anticipation and identification of technical risks and top issues.
    • Drive prevention of risks and resolution of issues and top issues according to engagement deliverables
  •  Operations, Innovation and Services delivery
    • The goal of engagements is to implement and improve operations and bringing innovations without disruption into the customer landscape and processes.
  •  Engagement Extension and Renewals


We are looking for an experienced professional with multiple years of experience in managing customer engagements, strong (SAP) technological expertise, strong industry background and the ability to apply this expertise to specific customer business situations.


  • Master degree or equivalent preferably in business/economics/computer science/mathematics/physics.
  • Requires 5-10 years of relevant professional experience including extended SAP Product experience. Good understanding of the SAP technology and understanding of SAP Business Suite/tools (e.g. SAP Solution Manager).
  • Perspectives on current business and IT trends and their impact on business strategies and operations with specific focus on current and future SAP Solutions and game changers.
  • Retail/Wholesale or Insurance/Banking or Manufacturing/High Tech background is a plus.
  • Proven record of cooperating with teams and managing stakeholders.
  • Excellent multi-level communication/presentation, negotiation skills, business acumen.
  • Ability to build trust based relationships and strong networks in customer IT/Business and SAP Ecosystem.
  • Commercial acumen.
  • Language: both Dutch and English fluent.


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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