Technical Quality Manager

We help the world run better
At SAP we keep it simple: you bring your best to us and well bring out the best in you. Were builders touching over 20 industries and 80% of global commerce and we need your unique talents to help shape whats next. The work is challenging but it matters. Youll find a place where you can be yourself prioritize your wellbeing and truly belong. Whats in it for you Constant learning skill growth great benefits and a team that wants you to grow and succeed.

The Engagement Senior Engineer works for customers with Engagement contracts such as SAP MaxAttention or SAP Active Attention. The aim of this role is to establish and support a long-term engagement between the customer and SAP. Engagements will cover topics related to operation and the adoption of digital innovation in SAP centric solutions. Based on a strong organization and network and a sound understanding of the customer situation the Engagement Senior Engineer provides advice and drives the delivery of relevant premium engagement services to pro-actively prevent or to resolve critical complex environments the Engagement Senior Engineer is working in a team with more experienced colleagues.

Customer Understanding and Situation Analysis

Understand Customers Business (e.g. business challenges and pain points industry specifics)

Understand Customer Organization (e.g. Stakeholder Implementation Partners Service Providers)

Understand SAP at Customer (e.g. current contractual footprint past escalations customer feedback provided to SAP)

Support analyzing current customer situation maturity of SAP solution operations and IT service delivery

Engagement Setup

Explain the scope of the engagement with the customer

Understand engagement and innovation roadmap focus areas and high-level delivery plan

Understand goals and Key Performance Indicators for the engagement

Agree and implement governance model (e.g. Meeting Cadence Escalation Path)

Expedite SAPs collaboration platform (SAP ALM) at the customer

Explain initial action and service plan to the customer

Engagement Governance

Align Service Plans with the account team

Contribute to Executive Meetings. Provide a Balanced Score Card based overview of the engagement to demonstrate the value delivered.

Understand Engagement Performance expectations and adhere to Delivery Standards and KPIs

Engagement Development

Highlight premium engagement delivery opportunities to front-office team or to manager

Support the Premium Engagement contract renewal

Customer Relationship Management

Establish trusted relationship with customer

Own the communication for own engineering topics between the customers organization and SAP Cloud Success Services during the engagement lifecycle

Support Capturing customer experience (reference calls videos success stories etc.)

Align schedule trigger and follow-up on customer feedback (e.g. Customer Survey)

Engagement Management & Planning

Know the status of the Premium Engagement contract and Premium Engagement guidelines

Use the support ecosystem to find relevant SAP delivery portfolio and find the best possible way to deliver effectively for maximizing the customer value and increasing SAP deliveryefficiency

Manage a long-term engagement plan based on customers projects and top issues

React on short term needs when having to avoid issues

Anticipation and identification of risks and top issues

Identify & assess potential IT Issues and Risks

Provide advice on issue resolution

Involve SAP Backoffice organization SAP experts as well as experts from the customer and partners if deeper expertise is required

Create an action plan for resolution of the customer s issues and top issues.

Document top issues to provide transparency on status and progress throughout SAP

Escalation Management for critical situations

Understand importance of all issues raised and recommendations given in SAP Cloud Success Services

Support condensing issues to top issues and ensure resolution thereof according to engagement deliverables

Escalate critical situations with SAP and customer top management when required

Highlight maintenance at risk situations

Engagement Delivery

Manage execution of the Engagement Plan by aligning scheduling scoping ordering and support of services contained in service plans

Prepare the customer contacts for upcoming service delivery

Prepare remote and on-site teams with customer specific information

Follow up service deliveries to ensure value realization and visibility of value delivered to customer

Documentation and reporting of Engagement status action and value

Regularly report the status of engagement deliverables accomplishments and value to the customer or the front-office team

Enter and update the customers information and status in the customers SAP ALM and other SAP internal systems collaboration platform

Highlight the benefit of SAP ALM in the customer context

Provide guidance on how to make the SAP ALM ready for delivery.

Internal Feedback

Provide feedback on improvement potential for SAP engagement and service delivery

Support ES (Enterprise Support) or PSLE (Product Support for Large Enterprises) delivery

Instruct customer on SAPs Support processes to drive efficient incident resolution

Support adequate delivery of Enterprise Support or PSLE Services

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.

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)

Very good understanding of Services tools (e.g. SAP ALM) and can present and explain strategy and demonstrate capabilities to customers

Other Experience

Communication to senior management in larger companies

Learning quickly about new products or methods

Experience as an SAP Cloud Success Services onsite/remote team lead such as Solution Management Assessment

English: Fluent

Portuguese: Fluent

Location: São Paulo

Bring out your best
SAP innovations help more than four hundred thousand 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 two hundred million users and more than one hundred thousand 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 you can bring out your best.

We win with inclusion
SAPs 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 world.

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

AI Usage in the Recruitment Process

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Requisition ID: 445329 Work Area: Consulting and Professional Services Expected Travel: 0 - 50% Career Status: Professional Employment Type: Regular Full Time Additional Locations: #LI-Hybrid