Academy for Services

Overview

SAP Academy for Services & Consulting (Australia) – Technical Quality Manager at SAP.

The SAP Academy for Services & Consulting aligns with the SAP Customer Services & Delivery team, supporting customers in their digital transformation and ensuring adoption, quality management, problem solving and knowledge transfer. The 12- to 15-month graduate program combines classroom learning with rotations into a predefined focus role within the business, enabling experience across consulting, project management, technical and solution support.

Role context

The SAP Technical Quality Manager (TQM) is a key role within the Customer Services Premium Engagement (PE) practice, working with customers under Premium Engagement contracts (e.g., MaxAttention and ActiveAttention). TQM is responsible for the overall delivery of contracted services and for building long-lasting engagements across the customer landscape and end-to-end business processes in SAP solution scope. The role helps drive customer success and the success of the Customer Services & Delivery organization.

Responsibilities

• Strong customer engagement skills to develop into a Trusted Advisor within a large enterprise client
• Service delivery understanding and value-management mindset, with focus on PE services delivery as TQM: resourcing, staffing, scope management, risk and issues management, escalation management
• Understanding an overall enterprise architecture across private cloud, SaaS, and on-premise solutions including integration
• Business acumen and business understanding: ACV contract renewal, solutioning, procurement, customer retention, managing P&L on contract level
• Working as a core member of a virtual account team and orchestrating cross-account internal governance
• Analysis of customer situation and requirements, including business requirements, program/project, IT, transformational, architecture, development, infrastructure, and operational topics
• Engagement governance, executive reporting & presentations
• Gain or have previous experience in design, implementation, and change management projects
• Facilitation, negotiation, and de-escalation skills

Education and qualifications / Skills and competencies

• Bachelor's degree, or equivalent tertiary study
• 0-3 years' work experience with customer-facing roles
• Team player with ability to work independently and take ownership of assigned tasks
• Good listener with excellent communication skills, empathetic, collaborative
• Resourceful self-starters with strong interpersonal skills who are eager learners
• Interested in technology, innovation, and how digital platforms can solve business challenges
• Problem-solvers who are ambitious, passionate, resilient, proactive, open-minded, and able to manage pressure

Expectations and tasks

• Learn and understand the Customer Services & Delivery portfolio for the respective solution areas and deliver according to service specifications
• Conduct job rotations relevant to the intended role with various teams within the business whilst meeting performance requirements
• Case studies, classroom and self-paced learnings with a mix of technical and soft skill topics and on-the-job training
• Work on relevant projects that demonstrate your communication and interpersonal skills, as well as a strong work ethic that delivers high quality outcomes
• Demonstrate problem solving, time management, and communication skills through a range of activities during training and on the job rotations
• Build and maintain relationships with internal and external stakeholders
• Display effective communication skills to handle and explain customer situations (to both business end users and SAP technical/ functional consultants)
• Adapt to knowledge on new technologies in a consistently dynamic and changing environment
• Be responsible for driving the clean core on BTP, innovation adoption and business transformation at scale for customer
• Work with partners, customers and internal SAP teams to enforce adoption of Rise with SAP methodology and associated tools like CALM, Signavio, LeanIX, BTP etc. to make the best usage of the investment of end customers

Bring out your best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in ERP software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with hundreds of millions of users and tens of thousands of employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

We win with inclusion

SAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. SAP is committed to Equal Employment Opportunity and provides accessibility accommodations to applicants with disabilities. If you need accommodation or special assistance to navigate our website or complete your application, please email Recruiting Operations Team:

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the SAP Referral Policy. Qualified applicants will be considered without regard to age, race, religion, national origin, ethnicity, gender, pregnancy, sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable laws.

Job details

• Requisition ID: 433513
• Work Area: Consulting and Professional Services
• Expected Travel: 0 - 30%
• Career Status: Graduate
• Locations: Sydney, Brisbane, Canberra

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