Senior Technical Quality Assurance Manager

3 semanas atrás


São Paulo, São Paulo, Brasil Sap Tempo inteiro

About the Job:

We help the world run better at SAP. Our company culture focuses on collaboration and a shared passion to help the world run better. We offer a highly collaborative team environment with a strong focus on learning and development, recognition for individual contributions, and a variety of benefit options for you to choose from. The Engagement Senior Engineer works with customers to establish and support long-term engagements between the customer and SAP. Responsibilities include understanding customer situations, providing advice, and driving the delivery of premium engagement services to proactively prevent or resolve critical situations.

Responsibilities:

  • Critical Situation Analysis… Understand customer business, organization, and SAP at customer. Support analyzing current customer situation, maturity of SAP solution operations, and IT service delivery.
  • Engagement Setup… Explain the scope of engagement, understand engagement and innovation roadmap, goals, and Key Performance Indicators, and implement governance model.
  • Engagement Governance… Align Service Plans with account team, contribute to Executive Meetings, and adhere to Delivery Standards and KPIs.
  • Engagement Development… Highlight premium engagement delivery opportunities and support Premium Engagement contract renewal.
  • Customer Relationship Management… Establish trusted relationships with customers and own communication for engineering topics.
  • Engagement Management & Planning… Manage long-term engagement plan based on customer's projects and top issues.
  • Anticipation & Identification of Risks and Top Issues… Identify potential IT Issues and Risks, provide advice on issue resolution, and document top issues.
  • Escalation Management for Critical Situations… Support condensing issues to top issues and escalate critical situations when required.
  • Engagement Delivery… Manage execution of the Engagement Plan and ensure value realization.
  • Documentation & Reporting of Engagement Status… Regularly report the status of engagement deliverables and update customer information.
  • Internal Feedback… Provide feedback on improvement potential for SAP engagement and service delivery.
  • Support ES or PSLE Delivery… Instruct customers on SAP's Support processes and support adequate delivery of Enterprise Support or PSLE Services.

Requirements:

  • Functional Experience… Problem resolution, managing Customer Solutions, understanding SAP technology and Services tools.
  • Other Experience… Communication to senior management, learning quickly about new products, experience as an SAP Cloud Success Services onsite/remote team lead, and fluency in English and Portuguese.

About SAP:

We believe in unleashing all talent and creating a better and more equitable world. We are a company committed to a culture of inclusion, focus on health and well-being, and flexible working models. We offer a highly collaborative team environment with a strong focus on learning and development, recognition for individual contributions, and a variety of benefit options for you to choose from.



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