Technical Quality Manager

Job description / Role

Requisition ID: 90081
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time

As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device - SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

We are looking for a Senior SAP Technical Consultant, SAP Technical Consulting Manager, Project Manager with a technical SAP background or someone with a similar skill set and the intention is to grow into a role managing an SAP customer on a technical base up to Top Management levels.

We are offering a position in the SAP MENA Active Global Support (AGS Team) in the role of a Technical Quality Manager (TQM), which provides a rapid growth path to take responsibility for the complete MaxAttention and ActiveEmbedded Service delivery for our SAP Top KSA accounts and handle their relationship responsibly on a primarily technical basis.

Execute the SAP global Support Strategy to enable our customers running their End-to-End Solution Operation. You will be involved in the customer's mission critical SAP projects to proactively ensure the continued technical success of their SAP solution. Special focus is put on support enablement for the latest technologies, components and solutions to continually minimize technical risks and technically optimize the customer's SAP solution with special focus on SAP innovation topics.

As TQM you will be working mostly at the customer's location as the key interface between the customer and SAP Active Global Support. As part of the SAP Active Global Support Team you will also support our top customers in critical situations facilitating global support processes and representing SAP's global support teams around the world, helping these customers to receive appropriate support.

EXPECTATIONS AND TASKS:
* Deliver SAP MaxAttention and ActiveEmbedded Support Engagements
* Fully understand the customers' solution landscape and business processes
* Mitigate risk and address issues to prevent escalations in SAP solutions for mission critical processes
* Manage Top Issues and Risks endangering go-live, system stability and system availability  as well as to define an action plan to mitigate these risks
* Ensure resolution of issues according to engagement deliverables (right expertise at the right time)
* Monitor progress to ensure issue resolution
* Involve experts and the SAP Support back office to solve customers' issues
* Create a service plan and drive execution
* Assist in the definition of upgrade path, release and change-management strategy
* Managing the availability of the solution (including performance monitoring and incident handling)
* Coordinate tasks and align concrete communication and escalation paths between SAP, customer and partner
* Prepare reports on management level and presentations for executive meetings at the client
* Evolve to the role of a trusted SAP support Advisor for the customer

Requirements

* Bachelor/Masters Degree (Technical University degree preferred)
* Certified SAP Technology consultant or proof of similar experience in the SAP support services environment
* Broad understanding of SAP solutions, HANA and NetWeaver technology
* Project management experience
* 7+ years experience in customer interaction
* Make-it-work attitude
* Interest in SAP Technical Operation (how to run and support a solution, optimize performance...)
* Interest to help customers in critical situations
* Negotiation skills
* Presentation and Communication skills
* Conflict management skills
* Self-confident and diplomatic character
* Strategic and analytical thinking skills
* Coordination and Decision-making skills
* Drive for results
* Taking Accountability
* Willingness to travel and work on-site at our key customers
* Willingness to travel overseas for training
* Fluency in English  and preferably Arabic

Preferred Knowledge:
* Knowledge of SAP Support strategy, organization and processes, including Escalation and War-room methodologies
* Clear understanding of SAP Premium Support Engagements, Strategy, Goals, Programs and Service Offerings
* Ability to judge customer situations and projects regarding implementation success (business impact, unplanned production down situations, market impacts) with reference to strategic support planning.

About the Company

Headquartered in Walldorf, Germany, SAP is the world's largest business software company with more than 51,500 employees at sales and development locations in more than 50 countries worldwide.

Our global development approach focuses on distributing development across the world in strategically important markets. A global network of SAP Labs spanning Bulgaria, Canada, China, Germany, Hungary, India, Israel, and the United States, enables SAP to operate locally, yet organize globally.

As the global technology research unit of SAP, SAP Research significantly contributes to SAP's product portfolio and extends SAP's leading position by identifying and shaping emerging IT trends through applied research and corporate venturing. SAP Research has highly skilled teams in 11 research centers worldwide.