SAP NS2 Technical Quality Manager / Support Engineer (MaxSecure)

SAP is the global market leader for business software and related services, and SAP National Security Services Inc.® (SAP NS2®) is an independent U.S. subsidiary. This role involves managing customer relationships and overseeing Premium Engagements delivery execution, contributing to revenue and growth initiatives while advising customers on SAP-centric solutions.

Responsibilities

• Act as a trusted advisor in safeguarding and optimizing the adoption and consumption of digital innovation of SAP-centric solutions at Customer
• Management of customer relationships and PE engagement(s) on assigned account(s) within Federal, Department of Defense, State, Local, Education, Healthcare (SLED) public, and/or private sector customers who engage in MaxSecure or associated contracts from NS2 (SPSLE/SES)
• Gathers insights about the customer’s business and roadmap with SAP as a basis for a successful engagement delivery
• Advise the Customer on solution operations to support business continuity
• Leads Premium Engagement Steering Meeting to align and report SAP’s involvement and activities at the customer
• Maintains and updates an accurate view of PE Time Actuals/Revenue forecasting (TQM, Expert Service Days and/or Expert On-Demand Days) on a weekly basis in NS2 financials (ECC)
• Identifies opportunities for developing the Premium Engagement
• Manages the PE Customer engagement service plan and works with Customer and SAP Center of Expertise (CoE) to plan, schedule, and deliver on committed days/services
• Participates and contributes to SAP Virtual Account Team (VAT) meetings to stay informed of Customer environment, opportunities, and issues/challenges
• Takes a proactive approach to managing PE engagement plan and services at Customer, and is the primary Point of Contact for managing Customer escalations; during and outside of normal business hours, as required
• Works with NS2 Secure Support and the PE Backoffice, including Mission Control Center (MCC) to resolve customer tickets and/or other related incidents identified on the engagement
• Prepares and submits weekly status PE status reports to Customer and NS2 PE Shared Mailbox
• Drives Engagement Planning to ensure SAP’s involvement in relevant areas and initiatives at the customer
• Manages stakeholders on a continuous basis to establish a long-term, trusted customer relationship
• Identifies risks to avoid harm to customer’s business
• Directly advises the customer to provide guidance and to be regarded as trusted advisor
• Ensure quality of outcome reporting to demonstrate the value of the engagement to the customer
• Must be able to travel up to 80% or as needed per the customer

Skills

• Must be a U.S. citizen; SAP NS2 does not offer Visa sponsorships for this role
• Must be able to obtain and maintain a security clearance
• This position requires up to 80% travel
• Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent work experience
• Requires 1-3+ years of work experience in business software implementation consulting and/or support
• Requires 1+ years of work experience with an understanding of SAP engineering, maintenance, or maintenance related services
• Demonstrated customer facing communication and presentation skills experience
• Understanding of ERP software implementation concepts
• Awareness of the SAP Maintenance Portfolio, its value and delivery, including SAP Enterprise Support, SAP Standard Support, SAP Product Support for Large Enterprises, SAP MaxAttention, and SAP ActiveEmbedded
• Strong Verbal and Written Communication
• Ability to Build trusted relationships with key Customer stakeholders
• Ability to understand customer's business model
• Ability to measure and communicate business values
• Must be able to travel up to 80% or as needed per the customer
• SAP AGS certifications or delivery experience as a TQM
• S4 and/or SAP ERP Implementation (e.g., Greenfield, Brownfield, Selective Data Transformation (SDT))
• System landscape models and Technical Architecture
• Cloud Architecture (Private, Public)
• Transformation and/or Migration Experience (On-Premise -to- Cloud)
• Integration and Extensibility (Business Technology Platform)
• Cyber and Information security

Benefits

• Great benefits
• SAP North America Benefits

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