SAP Academy For Services & Consulting (apac) - Technical Quality Manager(tqm)

SAP Academy For Services & Consulting

The Academy aligns with the SAP Customer Services & Delivery team supporting our customers in their digital transformation. We sustain the adoption of SAP software and ensure that our customers can successfully plan, implement, integrate, and operate their software, including continuous improvement, quality management, problem solving, and knowledge transfer. The SAP Academy for Services & Consulting is a 12-15mth graduate program to start your career. This program consists of classroom-based learning including rotation opportunities with a predefined focus role within the business. Throughout the program, you will build the foundations needed for success in the Customer Services & Delivery business. Our rotations enable you to gain comprehensive experience and understanding within different lines of business relevant to your end role.

As an integral part of the SAP Customer Services & Delivery strategy, the Premium Engagement (PE) business led by Technical Quality Managers (TQM) is a strategic advisory for primarily the largest SAP customers. It brings SAP's innovations, realizes and accelerates adoption and consumption of SAP Solutions across hybrid and cloud landscapes, and delivers on promises and expected outcomes. Premium Engagement offerings have a critical role to play in driving customer success and the success of the Customer Services & Delivery organization. The SAP Technical Quality Manager is the key role in the Customer Services Premium Engagement business and works with customers with Premium Engagement contracts, e.g., MaxAttention and ActiveAttention. TQM is responsible for the overall delivery of contracted services and building long-lasting engagements across the entire customer landscape and end-to-end business processes in SAP solution's scope.

We are looking for a team member who is able to demonstrate and/or is keen to learn the following:

• Strong customer engagement skills to develop into a Trusted Advisor within an large, enterprise client
• Service delivery understanding and value-management mindset, with focus on project-managing PE services delivery as TQM: resourcing, staffing, scope mgmt, risk and issues mgmt, escalation management.
• Understanding an overall enterprise architecture across private cloud, SaaS, and on-premise solutions including integration
• Business acumen and business understanding: ACV (annual contract value) contract renewal, solutioning, procurement, customer retention, managing P&L on contract level
• Working as a core member of a virtual account team and orchestrating cross-account internal governance.
• Analysis of customer situation and requirements, including business requirements, program/project, IT, transformational, architecture, development, infrastructure, and operational topics
• Engagement governance, executive reporting & presentations
• Gain or have previous experience in design, implementation, and change management projects
• Facilitation, negotiation, and de-escalation skills

Education and qualifications/skills and competencies:

• Bachelor's degree, or equivalent tertiary study
• 0-3 years' work experience with customer facing roles
• Team player with ability to work independently and take ownership of assigned tasks
• Good listener with excellent communication skills, empathetic, collaborative
• Resourceful self-starters with strong interpersonal skills who are eager learners
• Interested in technology, innovation, and how digital platforms can solve business challenges
• Problem-solvers who are ambitious, passionate, resilient, proactive, open-minded, and able to manage pressure

Expectations and tasks:

• Learn and understand the Customer Services & Delivery portfolio for the respective solution areas and deliver according to service specifications
• Conduct job rotations relevant to the intended role with various teams within the business whilst meeting performance requirements
• Case studies, classroom and self-paced learnings with a mix of technical and soft skill topics and on the job training
• Work on relevant projects that demonstrate your communication and interpersonal skills, as well as a strong work ethic that delivers high quality outcomes
• Demonstrate problem solving, time management, and communication skills through a range of activities during training and on the job rotations
• Build and maintain relationships with internal and external stakeholders
• Display effective communication skills to handle and explain customer situations (to both business end users and SAP technical/ functional consultants)
• Adapt to knowledge on new technologies in a consistently dynamic and changing environment
• Be responsible for driving the clean core on BTP, innovation adoption and business transformation at scale for customer
• Work with partners, customers and internal SAP teams to enforce adoption of Rise with SAP methodology and associated tools like CALM, Signavio, LeanIX, BTP etc. to make the best usage of the investment of end customers