SAP Senior Technical Quality Manager Job in Brussels, Belgium
Requisition ID: 168294
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.
General description of SAP Premium Engagements and TQM Purpose
A Technical Quality Manager (TQM) works for customers which have signed a Premium Engagement contract, 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 solution operations, project success and adopting innovation in their SAP centric solutions. The TQM manages the selection and delivery services out of the SAP portfolio of proactive and reactive support services 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.
EXPECTATIONS AND TASKS:
1. 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.
2. Identification of risks and top issues
Assist the Service and Support Lead or Engineering 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 Service and Support Lead or Engineering Architect or TQM on higher career level about escalation of critical situations at the appropriate time to the appropriate organization, such as DBS Mission Critical Support, SAP DBS senior management, or the SAP Account Team.
3. Execution of the Engagement Plan
Assist the Service and Support Lead or 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 topics
All 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
4. Management of service and action plan
Assist the Service and Support Lead or Engineering Architect or other TQMs in the 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
5. Operations and Innovation Control Centers and Service 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 Services exist to support ICCs and OCCs at a customer.
Engineering Services or Value Assurance Package services are delivered as a project. The TQM brings in subject matter expertise and can execute some of the activities. A 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.
6. Establish SAP Solution Manager as collaboration platform
Assist the Service and Support Lead or Engineering 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 DBS Engineering Services
7. Documentation and reporting of Engagement status, action and value
Maintain and generate TQM reporting to customer and DBS providing the status of engagement deliverables, accomplishments, results of DBS interaction under SAP MaxAttention or SAP Active Embedded.
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 Service and Support Lead or Engineering Architect. Help to prepare the presentation used in this meeting, such as the Balanced Score Card.
8. Engagement Extension
The TQM successfully delivers in new areas identified by the Service and Support Lead or Engineering Architect or other TQMs.
9. 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.
10. 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.
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 DBS tools (e.g. SAP Solution Manager) and is able to demonstrate capabilities to customers
Communication to Senior management
Experience as with delivery of DBS 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 DBS Mission Control Center.
EDUCATION AND QUALIFICATION:
Bachelor in Computer Science, Science, Mathematics, Engineering or similar
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.
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