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
Company Overview