SAP SAP Malaysia - Senior TQM Specialist Job in Kuala Lumpur, Malaysia

Requisition ID: 149110

Work Area: Customer Service and Support

Expected Travel: 0 - 10%

Career Status: Professional

Employment Type: Regular Full Time

Career Level: T3

Recruiter Name: My Tran

COMPANY DESCRIPTION

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) is a client-facing role, delivering ongoing support and guidance around business strategy and transformation topics after the sales cycle has completed. The role focuses on relationship-building and proactive support activities that in turn promote overall customer satisfaction, product adoption and retention & renewals. The role manages diverse, high profile and/or key accounts customers which have signed a Premium Engagement contract, such as SAP MaxAttention or SAP Active Embedded.

The TQM is accountable for the End-to-End customer build and operability of the customer’s SAP (hybrid and premise) landscape by optimizing costs. This role will focus on Cloud projects, transition to cloud projects, system availability (SLA’s) and data integrity taking all aspects on effective Application Lifecycle Management into customer for both “On Premise” and “Cloud” solutions. The TQM

  • is primarily a delivery execution function managing the end-to-end operability of the customer’s SAP (hybrid) landscape by optimizing costs of Digital Business Services

  • is responsible to drive the adoption of SAP Cloud and guide the customer in their journey – across application lifecycle management

  • accountable for the end to end (Application, Product and Infrastructure) operability of Customer’s SAP landscape including Service Levels

  • Is responsible for services and cloud contact compliance and work with customer through the renewal process

  • Is responsible to Execute Premium Engagement Services and guide the customer in implementing recommendation/changes using quality assurance/value package services by identifying improvement potential to lower operational costs

  • is to make sure what was sold gets delivered (in time & quality), the PE & Cloud revenue gets consumed, software utilized and the profitability is managed

  • Leading customer facing cloud roles to optimise and enhance the usage of SAP´s cloud solutions

  • will be expected to identify opportunities where SAP can add value and expand the engagement along the agreed roadmap

  • Develops service plan with customer for business continuity according to SAP Best Practices

The content of a Premium Engagement is defined in a contract. The exact scope is getting agreed during regular alignment meetings between the customer, Service and Support Manager/Lead or Engineering Architect, TQMs and the SAP Account team.

The TQM needs to understand and has to work with several areas of a customer organization:

  • Problem Resolution: he/she is able to effectively resolve or drive resolution for problems that require the creation of new and innovative approaches

  • Ability to manage Customer Solutions in top maintenance segment (level 1).

  • Is able to manage enterprises of larger size and their solution landscape and contributes to the solution of critical customer issues.

  • Good understanding of the SAP technology and understanding of SAP Business Suite (Application)

  • Very good understanding of DBS tools (e.g. SAP Solution Manager) and is able to present and explain strategy and demonstrate capabilities to customers

Knowledge, Skills and Experience Qualifications:

  • Communication to Senior management in larger companies

  • Experience as an DBS onsite service team lead, such as Solution Management Assessment, or as project manager for implementation projects

  • Experience in cloud computing delivery models (e.g. public and on-premise hybrid-cloud solutions), cloud computing platforms (e.g. PaaS, IaaS), cloud-related security principles, cloud computing trends and innovation technologies (e.g. Big Data, Machine Learning, IoT, Blockchain)

  • Strong understanding of SAP Cloud solutions and SAP Cloud operation readiness

  • Experience working in an agile project environment

  • Strong presentation, verbal and written communication skills with the ability to articulate complex ideas in easy to understand business terms to all levels of management including senior leaders and C-level executives.

Education : 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.

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 interested in applying for employment with SAP and 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 ). Requests for reasonable accommodation will be considered on a case-by-case basis.

Additional Locations: