Lead Technical Quality Manager - Québec, Canada - SAP

SAP

Verified Company

Québec, Canada

3 weeks ago

Posted by:

Sophia Lee

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Description

We help the world run better
The
TQM Lead Engagement Engineer works for customers with Premium Engagement contracts, such as SAP MaxAttention or SAP ActiveAttention.

The aim of this role is to 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 Senior Engagement Engineer provides advice and drives the delivery of relevant premium engagement services to pro-actively prevent or to resolve critical situations.

In complex environments the Senior Engagement Engineer is working in a team with more experienced colleagues.

Customer Understanding and Situation Analysis

Understand Customer's 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 highlevel delivery plan
Understand goals and Key Performance Indicators for the engagement
Agree and implement governance model (e.g. Meeting Cadence, Escalation Path)
Expedite SAP's collaboration platform (SAP Solution Manager) 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 frontoffice 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 customer's organization and SAP CSS during the engagement lifecycle
Support Capturing customer experience (reference calls, videos, success stories, etc.)
Align, schedule, trigger, and followup on customer feedback (e.g. Medallia 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 delivery efficiency
Manage a longterm engagement plan based on customer's 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 CSS 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 onsite 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 frontoffice team

Location:
Montreal or Toronto

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