Quality Director - Customer Office Nordics

Job Description

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 Quality Director for Customer Office Nordics is a high impact individual contributor who leads the escalation topics across strategic customer engagements - spanning presales, delivery, and operations - across the Nordic region. You will shape quality governance, anticipate and mitigate risk, and drive measurable improvements in customer outcomes, partnering closely with Customer Success, Services, Sales, Product Engineering, and Support. You'll work across industries and must be able to operate effectively with public sector customers, navigating their procurement, security, and compliance expectations.

The main objectives are:

• Prevent, lead and manage critical complaints/escalations, and reduce escalation costs.
• Promote Quality Roadmaps for license and services sales cycle within SAP and Partner primed opportunities and implementations.
• Represent SAP in executive steering committees.
• Promote and strengthen SAP as a quality brand and enhance customer satisfaction.

Expected Tasks:

• Drive customer success: Through proactive quality management programs, guide and support customers in achieving successful implementation and sustainable operations of their SAP solutions.
• Proactively mitigate critical situations and manage de-escalations: Proactive mitigation and management of critical situations to safeguard customer success and drive de-escalations.
• Actively establish relationships characterized by mutual respect and trust: Represent SAP in selected steering committees. Establish strong relationships and liaise with key stakeholders.
• Engage with Partners: actively undertake and drive partners program aiming at quality-related initiatives and use of SAP Best Practices.
• Contribute to strategic initiatives: Perform analyses and propose programs, tools, guidance or ways of working to effectively identify implementation and product risks and mitigate them e.g. in dialog with Development on key product issues, through mitigation strategy development, or through quality assurance service development.
• Demonstrate thought leadership: Promote best practices and innovative approaches around quality within successful sales cycles and implementations, among SAP Services, our partners and in customer communities.
• Promote SAP Quality Brand: raises the profile of SAP’s quality brand, engagement models and commitment to customer success in collaboration with the regional team.

Required Qualifications:

• Demonstrated ability to sustain performance under pressure and lead through complex, high stakes customer situations.
• Track record resolving multi stakeholder escalations in enterprise software/services, ideally within the SAP ecosystem.
• Broad understanding of SAP technologies and portfolio (e.g., S/4HANA, SAP Business Technology Platform, integration, operations)
• Experienced in risk management and escalation leadership.
• Excellent stakeholder management and executive communication skills
• Data driven approach: experienced in defining, tracking, and acting on quality metrics, KPIs, and improvement plans.
• Language: Fluency in English; Finnish fluency strongly preferred for local customer engagement. Additional Nordic languages are a plus.
• Ability to collaborate with public sector customers and navigate relevant compliance, contractual, and assurance expectations.
• In-depth understanding of the SAP organization - minimum of 5 years SAP background.
• Minimum of 5 years Management experience in Sales enabling roles and/or Customer-facing environment.

Other qualifying factors

• Experience with large scale transformation programs for private and/or public sector.
• Background in customer success, delivery assurance, quality management, or program leadership for multi product SAP programs.

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 enterprise resource planning (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 two hundred million users and more than one hundred thousand 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. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.

SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com.

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), 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.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 455572 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: Virtual - Sweden #LI-Hybrid