Requisition ID: 219099
Work Area: Consulting and Professional Services
Expected Travel: 0 – 20%
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.
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 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 SA 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
Broad understanding of SAP solutions, HANA and NetWeaver technology
Project management experience
7+ years experience in customer interaction
EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES:
Bachelor/Masters Degree (Technical University degree preferred)
Certified SAP Technology consultant or proof of similar experience in the SAP support services environment
Interest in SAP Technical Operation (how to run and support a solution, optimize performance…)
Interest to help customers in critical situations
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
Willingness to travel and work on-site at our key customers
Willingness to travel overseas for training
Fluency in English
Knowledge of SAP Support strategy, organization and processes, including Escalation and War-room methodologies (www.service.sap.com/support)
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.
WHAT YOU GET FROM US
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.
SAP’S DIVERSITY COMMITMENT
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: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com).
Successful candidates might be required to undergo a background verification with an external vendor.