Lead Technical Quality Manager

**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 high-level 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 front-office 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 follow-up 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 long-term 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 on-site 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 front-office team

Location: Montreal or Toronto

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