Quality Director - Customer Office Nordics - SAP Finland Oy - Remote - Global

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.