Service Delivery Leader

6 days ago


Bacolod City, Western Visayas, Philippines Coca-Cola Full time

We strive to deliver exceptional service and drive customer satisfaction.

SAP works closely with customers to develop tailored solutions and deliver high-quality services. Our company culture emphasizes trust, respect, and a shared commitment to excellence. How? We focus on building strong relationships, providing expert guidance, and creating a workplace that values diversity, flexibility, and purpose-driven work.

ROLE PURPOSE

A Technical Quality Manager plays a pivotal role in defining and executing the portfolio of services for SAP Premium Engagement Customers. As a trusted advisor, you will support the setup and execution of the customer's digital transformation roadmap with SAP services. With your comprehensive understanding of SAP solutions and expertise in coordination, you will lead global teams and specialists to deliver substantial business outcomes for our customers. The Technical Quality Manager successfully integrates the roles of a portfolio manager (identifying and prioritizing Premium Engagement Services with customers) and service delivery manager (ensuring Premium Engagement Services are delivered as contracted).

KEY RESPONSIBILITIES AND TASKS
  1. Develop strategic relationships with customers to drive engagement.
  2. Collaborate with customers to define the Premium Engagement portfolio & service plan.
  3. Identify opportunities to leverage SAP's technology innovation portfolio.
  4. Analyze services delivered by SAP as part of the engagement and discuss with main stakeholders from the customer or partner organizations and other SAP lines of business.
  5. Support the adoption of SAP recommendations from the services delivered, by the customer and/or partner.
  6. Present periodic reporting.
RISK MANAGEMENT AND ISSUE RESOLUTION
  1. Anticipate and identify functional / technical risks and top issues.
  2. Drive prevention of risks and resolution of issues according to engagement deliverables.
  3. Escalate critical situations.
CONTRACT EXTENSION AND RENEWAL
  1. Evaluate value recognition and visibility of value delivered at the customer level.
  2. Support contract extensions and renewals towards the contract end date.


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