Technical quality manager (tqm) / success plan manager (spm)
we help the world run better at sap, we keep it simple: you bring your best to us and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.
the technical quality manager (tqm) / success plan manager (spm) is an important role within sap customer services & delivery and works closely with account teams and service delivery organizations to ensure customers achieve measurable outcomes from their sap investments. The role collaborates with customer engagement partners, enterprise architects, data architects, success experts, and delivery teams to provide a coordinated, outcome‑driven customer experience.
responsibilities and tasks
as a tqm/spm, you will:
* own end‑to‑end execution of customer service plans across the customer lifecycle, ensuring structured delivery of outcomes, adoption, and value realization
* act as a trusted advisor to customer it and business leadership, guiding decision‑making across transformation, adoption, and optimization initiatives
* lead in‑depth analysis of customer strategy, objectives, risks, transformation priorities, and solution adoption challenges
* translate customer goals into actionable action plans with defined milestones, governance, and measurable success criteria
* establish, lead, and maintain governance cadence including executive steering committees, quarterly business reviews, and ongoing status and value reporting
* proactively identify, manage, and mitigate risks, issues, and escalations, driving resolution through structured escalation management
* monitor and interpret adoption, consumption, and engagement health indicators to proactively adjust plans and recommendations
* drive continuous optimization, innovation, and improvement initiatives to maximize realized customer value
* enable renewal readiness by clearly demonstrating delivered outcomes, realized value, and sustained adoption of sap solutions
* provide clear, concise, and value‑based executive communications and reporting
* coordinate internal sap stakeholders to ensure clarity of roles, responsibilities, and ownership
* serve as the primary escalation point for customer‑related risks and delivery challenges
* ensure alignment between customer priorities, sap recommendations, and delivered outcomes
* uphold sap standards for service quality, governance, and customer engagement excellence
what you bring
* experience with sap business and technical solution architecture knowledge across enterprise, cloud, and platform solutions
* experience with sap s/4hana, sap business technology platform, and sap cloud solutions (preferred)
* experience leading or managing customer‑facing engagements
* knowledge of sap projects, quality management, and value management frameworks (preferred)
* ability to influence outcomes across matrixed organizations without direct authority
qualified applicants will receive consideration for employment without regard to age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, etc.), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.
successful candidates might be required to undergo a background verification with an external vendor.
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