Technical Quality Manager(TQM) / Success Plan Manager (SPM)

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 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.

As TQM/SPM, you will:

• Own the 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

Expectations and Tasks

• Maintain strong customer relationships built on consistent delivery quality
• 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 customers 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 on 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

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: 450074 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid