Customer Services

**We help the world run better**

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

**ABOUT THE CUSTOMER SERVICES & DELIVERY ACADEMY**
SAP Customer Services & Delivery team supports our customers in their digital transformation. We sustain the adoption of SAP software and ensure that our customers can successfully plan, implement, integrate, and operate their software, including continuous improvement, quality management, problem solving and knowledge transfer.
The Customer Services & Delivery Academy is a 12-18mth graduate program to start your career. This program consists of classroom-based learning with rotation opportunities with a predefined focus role within the business.
Throughout the Program you will build the foundations needed for success in the Customer Services & Delivery business. Our rotations enable you to gain comprehensive experience and understanding within different lines of business relevant to your end role such as consulting, project management, technical and solution support.

**THE ROLE OF TQM IN SAP PREMIUM ENGAGEMENT**
As an integral part of the SAP Customer Services & Delivery strategy, Premium Engagement (PE) business led by Technical Quality Managers (TQM) is strategic advisory for primarily the largest SAP customers, bringing SAP’s innovations, realizing and accelerating adoption and consumption of SAP Solutions across hybrid and cloud landscapes, and delivering on promises and expected outcomes. Premium Engagement offerings have a critical role to play in driving customer success and the success of the APJ Customer Services & delivery organization.
SAP Technical Quality Manager is the key role in Customer Services Premium Engagement business and works with customers with Premium Engagement contracts, e.g., MaxAttention and ActiveAttention. TQM is responsible for the overall delivery of contracted services and building long-lasting engagements across the entire customer landscape and end-to-end business processes in SAP solution’s scope.
- Strong customer engagement skills and developing into a Trusted Advisor within an large, enterprise client
- Service delivery understanding and value-management mindset, with focus on project-managing PE services delivery as TQM: resourcing, staffing, scope mgmt, risk and issues mgmt, escalation management.
- Understanding an overall enterprise architecture across private cloud, SaaS, and on-premise solutions including integration
- Business acumen and business understanding: ACV (annual contract value) 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 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 business as well as specific cloud SAP products
- Conduct job rotations relevant to the intended role with various teams within the business
- Case studies, classroom and self-paced learnings with a mix of technical and soft skill topics
- On the job training with the support of buddies and coaches
- 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 done during training and on the job rotations
- Build and maintain relationships with internal and external stakeholders
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