Written by David O’Driscoll, Support Manager for the Global PE Practice Ireland
The Global PE Practice (PE Team) in Ireland was setup in 2011 with a small number of team members and has since grown to 21 colleagues. Although we are a relatively new team the level of SAP experience in the team on average is 12 years.
What do we do?
Our team mainly deliver as Engineering Architects (EA) and Technical Quality Managers (TQM) for MaxAttention and Active Embedded customers in the UK and EMEA region. These customers know how critical SAP support is and therefore rely on dedicated colleagues to help to deliver the support required.
A typical “week in the life” for the team sees the majority of us onsite with our customers, we work very closely with them and we are seen as a trusted advisor from SAP. Our bags are packed most Sunday / Mondays and when we land we hit the ground running as they say! 🙂 Straight into the customers’ office to start work with meetings and other onsite service requests that have been discussed the previous week. The TQM can have several different contacts at the customer requesting support for their particular area of responsibility. So the TQM and EA get to know how their customer’s business runs very quickly.
As well as providing onsite support, our team also work very closely with the MCC (Mission Control Centre) in Rot and Dublin. By working with the MCC, we not only deliver support for SAP customers but we also support to other TQM’s and EA’s. With the experience the team have gained from their own customer engagements we are in a position to support our colleagues who are either new to the job or need help with critical situations.
Why was the team setup in Ireland?
With a strong technical/functional workforce all based in one location Ireland was the ideal place to setup the team for flexible delivery. The idea of having a PE presence in Ireland came from one of the team managers Sarah Tallon. Initially the original team was setup for temporary assignments to customers; last minute requests to help support particular projects at the customer and also to provide focus TQMs for the following areas; ALM (Application Lifecycle Management) and RSLaF(RunSAP Like a Factory) both areas within the Solution Manager product; Mobility and HANA. However, now we have grown and the assignments have changed to long term customer relations. This shows in the fact that one of the first ‘One Service’ customers in Europe is staffed with TQMs from Ireland.