- Is responsible for the definition of the overall technical or application or operations solution design
- Leads the design in a complex/non-standard Premium Engagement
- Defines an SAP-related IT strategy for customers (e.g.as part of a platform and roadmap service)
- Drives the architecture discussion with customer across all workstreams of the project and aligns the technical or application aspects with other projects in the program
- Has deep technical or application architecture skills and understanding in at least one area. A third architect flavor (beside technology and application) is the operations architect (responsible for the transition to operations workstream)
- Has general basic knowledge and good understanding on general and SAP specific technology / applications / operations / architecture/ infrastructure and soft skills to lead a topic end-to-end
- Performs and leads overall analysis of situation at key accounts
- Identify top issues in key account engagements
- Leads analysis of system landscape & technical issues, core business processes for all applications, system & application operation
- Delivery of functional or technical tasks in Premium engagements
- Brings technical or application expert knowledge into the engagement and as capability, lead solution definition from technical or functional side
- Co-operates with the Focus Technical Quality Manager (FTQM) to answer difficult functional or technical questions and executes concrete tasks
- Takes the full responsibility for the quality of the delivered tasks and is accountable for the success
- Delivery Onsite & Remote Services for Premium Engagements and Mission Critical Support (escalations & task forces, MCS Backoffice) including Optimization, Assessment, Technical Integration/ Validation, Empowering trainings and workshops and Engineering Services
- Delivers onsite services as Technical/functional expert for broad area of topics
- Own development or global/regional delivery for Global CoE initiatives (eg. best practice for solutions/operations)
- Actively provides customer feedback to development based on delivery
- Handles critical customers & supports key account customers
- Leads delivery teams and takes customer project responsibilities
- Manages internal service development projects
- Delivers high-end services without tool support
- Develops comprehensive service offerings and concepts (cross-application and technology) and drives industrialization. Significantly increases market potential or productivity (together with customers and partners or internally) or reduces costs by key / strategic initiatives and projects
- Develops services showing measurable TCO improvement towards key accounts
- Ensures services are available globally and adequate delivery resources are developed
- Leads task forces for projects/products showing significant risks for SAP. Realizes and takes over ownership of key / strategic initiatives and projects
- Assesses the impact of business changes and product innovations
- Drives the development of necessary supportability features and support offerings
- Develop the expertise in their team and take ownership for all customer deliveries
- Analysis of functional gaps in and developments to close gaps
- Implements specific best practice operations scenarios
- Develops trainings, specifications, and documentation
- Takes over development tasks in service development
- Delivers root cause analysis of complex situations
- Assesses the impact of technological changes and determines appropriate tactics to respond
- Anticipates Premium Engagement strategy and adapts the delivery and development offerings within the application or technology area
- Takes ownership for Global CoE programs across different application or technology areas
- Identifies functional, technology and operational risks and execute necessary mitigation steps
- Ensures prompt reporting of customer status to SAP senior management for key accounts
- Deals with changing market demands and priorities or goals
- Uses Agile methodologies for iterative software development
- Performs quality assurance (QA) activities to test technical and functional solutions
- Demonstrates new functionalities to stakeholders upon completion of Sprints
- Creates and completes test cases each Sprint and guides user acceptance testing
- Provides training documentation and delivers trainings to business and IT users
Focus Technical Quality Manager:
- Leads complex projects with several sub-projects and with multiple applications involved or workstreams within Premium Engagements
- Ensures usage of Premium Engagement method and process compliance
- Responsible for communication with customer
- Leads innovation projects (eg. HANA and Cloud related)
- Is accountable for the delivery of the technology/application foundation
- Creates the high-level and detailed project service plan
- Sets up regular status reporting for different workstreams
- Consolidates and reports the status (results, schedule, costs, issues and risks)
- Sets up and executes regular Q-Gates
Backoffice (As Necessary):
- Production Support:
- Takes over Weekdays / Weekends Support Lead and Remote Escalations of critical customers with SAP Board attention.
- Manages a team of De-escalation Architects in Backoffice and takes the full responsibility of the quality and handover.
- Supports DEAs in developing and execution of de-escalation plan as well promotes Best Practices and knowledge sharing sessions.
- Demonstrates initiative and strong judgment skills at risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives.
- Drives innovation and support change management activities and continuous technical improvement
- Engagement Support:
- Understands customer requirements and coaches Embedded Support for planning appropriate support engagement plans including identification of the needed skills and the size of the delivery (for MaxAttention and Active attention customers); proactively engaging into support positioning with Embedded Support
- Takes responsibility for the achievement of our CoE quality and efficiency targets (including focus on remote share, QA of service delivery, reporting)
- Takes responsibility for improving our service quality with regards to support tools and support processes and leads corresponding projects
- Develops trainings, specifications and documentation; ensuring that the documentation is up to date for the respective
Development (As Necessary):
- Leads development factory team
- Safeguard customer development
- Derives work packages into backlog items
- Responsible for solution proposal and technical guidance according to SAP product standards
- Solution area architecture skills
- Defines realization architecture
- Is responsible for quality
