SAP Technical Quality Manager (TQM) works for Premium Engagement customers - Czech Republic Job in Prague, Czech Republic
Requisition ID: 128220
Work Area: Customer Service and Support
Expected Travel: 0 - 30%
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.
A Technical Quality Manager (TQM) works for Premium Engagement customers, such as SAP MaxAttention or SAP Active Embedded. The aim of this role is to give customers a long term relationship with better access to SAP for topics related to operation and adopting innovation in their SAP centric solutions. The TQM drives that the right services out of the SAP portfolio of proactive and reactive support services are delivered at the right point in time. The TQM also acts as a link to all relevant SAP departments and the SAP Partners for all phases of the customer lifecycle.
The exact scope of a Premium Engagement is defined in a contract and additional agreements are made during the regular alignment meetings between the customer, the Engineering Architect, the TQMs and the SAP Account team.
The TQM needs to understand and has to work with several areas of a customer organization:
Customer IT Department: Usually the IT department is the main driver inside a customer organization for the Premium Engagement. The TQM has therefore to closely work with and understand the needs of the main stakeholders in the IT department. In the IT department also typically the project leads are located, which are main contact partners for Premium Engagements supporting implementation or maintenance projects.
Customer Business Departments
To deliver value in the Premium Engagement the TQM has to understand the underlying business requirements of a customer. This includes understanding the “real-live” business of the customer with its requirements coming from the customer’s customers, the competitive market situation, the partner eco-system and the requirements of the end users.
- Customer Purchasing Department
To make sure the customer sees value in the engagement and will continue the engagement, the TQM also needs to understand why the customer has signed the Premium Engagement Contract.
The TQM can be a generalist with a strong technical background to organize support for the customer, or a specialist to support customers in particular areas directly or a mixture of both.
the TQM works typically on moderately complex customer software solutions with one or few projects or takes over a well-defined part of a complex solution (e.g. the analytics part of a complex landscape), where other parts are taken over by experienced TQMs on higher career level or by the Engineering Architect.
Recommendations and actions are followed-up with experts from customers and partners and the TQM gets buy-in from customer senior management directly where required.
Technical evaluation and documentation of customer situation The TQM gets a detailed understanding of the customer situation, including solution landscape, core business processes, interfaces, critical projects and top issues and makes sure they are documented in the SAP Solution Manager. In at least one technology or application area relevant to the customer the TQM has experience as a specialist.
Identification of risks and top issues
Assist the Engagement Architect or a TQM of higher career level to manage risks and top issues for:
Identification of technical risks and top issues.
Ensure resolution of issues and top issues according to engagement deliverables
Involve SAP Backoffice organization, SAP experts, and experts from the customer and partners to create an action plan for resolution of the customer‘s issues and top issues.
Drive the execution of action plans for customers issues and top issues by coordinating the involvement of required SAP experts and experts from the customer and partners onsite and remote during service delivery and root cause analysis activities
Decide together with the Engagement Architect or TQM on higher career level about escalation of critical situations at the appropriate time to the appropriate organization, such as GSS Mission Critical Support, SAP GSS senior management, or the SAP Account Team.
- Execution of the Engagement Plan
Assist Engineering Architect or other TQMs for execution of the “Engagement Plan” to safeguard and optimize projects and operations.
Quality Management for Implementation or Upgrade Projects
Analysis of system landscape and technical issues
Technical analysis of core business processes for all applications
Ensure test management is implemented according to SAP Standards
Evaluation of the project plan
Quality Management for Business Continuity
Align necessary actions with customer for business continuity according to SAP Best Practices
Ensure setup and training of customer for Root Cause Analysis
Drive establishment of system monitoring procedures as well as monitoring of business process and interfaces
Provide support to manage data volumes to control business data growth
Business process monitoring and exception handling
Quality Management for Business Process Improvement
Identify top issues and improvement potential for the areas of
Implementation of the Business Process in the Solution Landscape (incl. SAP and non- SAP applications).
Drive implementation of the improvements found
Quality Management for Protection of investment
Support the EA or Senior TQM for Protection of Investment topicsAll of the above quality management actions include review of services delivered by SAP as part of the engagement, as well as technical analysis in the customer systems and discussions with main stakeholders from the customer or partner organizations and other SAP lines of business. Reviewing the success of actions done by the customer, SAP partners, and all SAP departments and adaption of the action and support plan is also included.
- Management of service and action plan
Assist the Engagement Architect or other TQMs in definition of a service plan based on customer’s project plan and top issues.
Align service plan with customer project management or senior management
Prepare the customer contacts for upcoming service delivery
Prepare Remote and On-site teams with customer specific information
- Operations and Innovation Control Centers and Engineering Services delivery
The goal of engagements is to implement and improve operations and bringing innovations without disruption into the customer landscape and processes. This is done best via installing Operations and Innovation Control Centers (OCC and ICC) at a customer, which are supported by the Mission Control Center, located at SAP.
Several Engineering Services exist to support ICCs and OCCs at a customer.
If a TQM delivers in an GSS Engineering Service as TQM, he or she brings in subject matter expertise and can execute some of the activities. Engineering services are delivered as a project. Therefore, the Engineering Service TQM knows principles of project management and is involved in scope definition. He or she ensures a consistent work stream (instead of single services), that include delivery by other experts, the customer and own activities.
- Establish SAP Solution Manager as collaboration platform
Assist the Engagement Architect or other TQMs to establish SAP Solution Manager as a collaboration platform for
Developing and driving detailed engagement plans
Maintaining Service and action plans
Measurement of KPIs agreed with the customer
Executing and controlling projects in particular for GSS Engineering Services
- Documentation and reporting of Engagement status, action and value
Maintain and generate TQM reporting to customer and GSS providing the status of engagement deliverables, accomplishments, results of GSS interaction under MaxAttention and Safeguarding using the SAP Solution Manager
Enter and update the customer’s information and status in the customer’s SAP Solution Manager and other SAP internal systems, such as CRM@SAP Support.
Participate in the Quarterly Meetings (executive meetings) together with the Engagement Architect. Help to prepare the presentation used in this meeting, such as the Balanced Score Card.
- Engagement Extension
The TQM successfully delivers in new areas identified by the Engineering Architect or other TQMs.
- Communication to customer management
The TQM needs to be proficient in communication up to Project Management Level and Senior Management Level of medium size companies.
- Manage critical situations
In production down situations the TQM is able to take over communication towards the customer to help resolving the issue in cooperation with the SAP Mission Control Center. He or she accelerates issue resolution by giving guidance about customer requirements and pointing to the right customer contacts. At the end of a shift the TQM successfully organizes a hand over to other TQMs in the engagement or customer contacts.
Teamwork & Collaboration Service & Support - Customer Care
Ability to manage Customer Escalations
Ability to manage Customer Solutions
Technical Account Management
NetWeaver Know-How for Customer Support Support Tools
SAP Solution Manager Functional Experience
Problem Resolution: he/she is able to effectively resolve or drive resolution for problems
Ability to manage Customer Solutions in top maintenance segment (level 1).
Contributes to the solution of critical customer issues.
Understanding of the SAP technology and SAP Business Suite (Application)
Good understanding of GSS tools (e.g. SAP Solution Manager) and is able to demonstrate capabilities to customers Other Experience
Communication to Senior management
Experience as with delivery of GSS onsite services, such as Solution Management Assessment or Solution Management Optimization, or as project member for implementation projects
Experience in working with SAP Backoffice functions, such as the Message Solving Organization, Development and the GSS Mission Control Center.
Education & skills
Bachelor in Computer Science, Science, Mathematics, Engineering or similar
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