QUALITY ASSURANCE MANAGER jobs in Philadelphia, PA

Requisition ID: 286311
Work Area: Information Technology
Expected Travel: 0 - 10%
Career Status: Management
Employment Type: Regular Full Time

COMPANY DESCRIPTION

SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.

PURPOSE AND OBJECTIVES

Global Cloud Services (GCS) is responsible for SAP’s infrastructure backend & technical foundation, including state-of-the-art data centers and associated technical platforms. These serve as foundation for all of SAP’s Cloud solutions, but also for SAP’s internal development, training, or demo landscapes.

The Cloud Control Center (C3) is a central team of service operations engineers and analysts within GCS, who perform incident management, service reliability engineering and service quality assurance activities, geared towards prevention, avoidance and fast remediation of cloud service operation issues.

We are looking for a Manager of Service Quality/Assurance who will be leading the Service Quality team that is responsible for process analytics, reporting, compliance, and quality assurance.

EXPECTATIONS AND TASKS

• Drive and own our KPI framework for measurement and reporting of service delivery quality, and ongoing monitoring and analysis of internal and vendor activities
• Represent the Service Assurance/Quality topics for top management, and collaborate with peer teams on driving continual improvement solutions
• Ensure that results of analysis are turned into improvements in process and procedure
• Together with your team, provide process governance for vendor: ensuring SOP (Standard Operating Procedure) is being followed and kept within SLA (Service Level Agreement)
• Manage quality expectations amongst Service Owners, Lines of Business within SAP, and external vendors
• Own Knowledge Management for our teams, including handling of Knowledge Articles and Knowledge Hub, FAQ Database and key contacts
• Take lead on service quality projects, reports, activities and deliverables
• Liaison between Cloud Control Center (C3) and the operations teams to ensure quality standards are met, and evolving requirements are identified and delivered against
• Manage intake and delivery of requests and requirements for the Cloud Control Center (C3) team
• Drive optimizing the service delivery lead time through an end-to-end defined service flow
• Ensure that Priority Matrix for incident qualification and procedure handling is most efficient to the business need
• Lead, orchestrate and coordinate the Service Quality Assurance team’s needs for enablement, upskilling and personal development; help them reach their goals in alignment with the business needs
• Take ownership of task and responsibility distribution within the team, and liaison with senior management in finding the best ways to contribute to success

EDUCATION AND QUALIFICATIONS

• Experience building reports and/or reporting frameworks in tools like Power BI, Tableau, Elastic Stack or similar tools
• Excellent analytical skills with ability to troubleshoot problems and find root causes
• Project Management experience is a plus
• Experience with cloud service offerings and technologies is a plus
• Team player with strong desire to assist and share knowledge and help others shine and grow
• 2 years of proven track record of leading teams in the IT sector
• Excellent communication and interpersonal skills
• Ability to work independently, to easily adjust to changes, and stick to deadlines
• Strong, positive, pro-active problem-solving approach
• Strong observation and diagnostic skills with ability to give professional feedback
• Strong experience with PowerPoint, Excel and other presentation tools

LOCATION

Can be virtual/remote from any US location

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WHAT YOU GET FROM US

Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now.

SAP'S DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you 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 (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com).

Successful candidates might be required to undergo a background verification with an external vendor.

Additional Locations: Virtual - USA