Services Quality Manager at SAP

Ref No: NG-59418184-EN-14-002
Location: Nigeria

Description

•     SAP is the global market leader for business software and thus contributes a considerable part of the world's economic power grid. At SAP you get your chance to put your ideas into action with maximum impact. SAP is the global market leader for business software and thus contributes a considerable part of the world's economic power grid. At SAP you get your chance to put your ideas into action with maximum impact.
•     The Quality Manager (QM) performs in a customer facing leadership capacity.
•     The QM will actively establish trusted relationships with customers, partners and SAP Services to drive customer success, execute proactive quality management programs such as AQM Secure Customer Success, provide hands-on support of critical engagements and supervise critical de-escalations.
•     The QM should demonstrate thought leadership and contribute to the transformation required to support the SAP strategy, through definition and execution of strategic and innovative initiatives.

Expectations and Tasks

•     Drive customer success: Through proactive quality management programs such as Secure Customer Success, guide and support customers and the implementer in achieving successful implementation and sustainable operations of their SAP solutions.
•     Proactively mitigate critical situations and manage de-escalations: Proactive mitigation and management of critical situations to safeguard customer success and drive de-escalations. - Actively establish relationships characterized by mutual respect and trust: Represent SAP in selected steering committees. Establish strong relationship and liaise with key stakeholders.
•     Collaboration and transparency: Establish clear governance model with selected partners and contribute to transparency of relevant engagements.
•     Contribute to strategic initiatives: Perform analyses and propose programs, tools, guidance or ways of working to effectively identify implementation and product risks and mitigate them e.g. in dialog with product development on key product issues, through mitigation strategy development, or through quality assurance service development.
•     Demonstrate thought leadership: Promote best practices and innovative approaches around quality/successful implementations internally and our partners and in customer communities.
•     Translate these into programs, whitepapers, services, mitigation strategies, etc. to drive future proactive measures.
•     Support the execution of the annual SAP Quality Awards.

Qualifications and Experience

•     BA, MBA, PMP Certification.
•     English Fluent.
•     Min. 8 years of professional experience with at least 5 years project/program management and delivery experience in implementing transformational software solutions such as SAP ERP, SAP Business Suite or Cloud Solutions.
•     Proven ability to build trusted relationships with customers and partners at executive level.
•     Ability to effectively manage risks and resolve escalated situations.
•     Experience in software or services sales in the ERP industry.
•     Experience in managing teams, both virtual and onsite.
•     Experience in strategic thinking and conceptual design of complex projects & programs.
•     Experience in the SAP Industry in Africa