SAP NS2 Technical Quality Manager / Support Architect (MaxSecure)

SAP-posted 2 months ago
Full-time • Mid Level
Hybrid • Newtown Square, PA
5,001-10,000 employees
Professional, Scientific, and Technical Services
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SAP National Security Services, SAP NS2, is seeking a Technical Quality Manager/Support Architect. The TQM will be a member of the NS2 Service and Support MaxSecure Delivery team, responsible for Premium Engagements delivery execution contributing to the revenue and growth initiatives of NS2 support as it relates to the delivery of MaxSecure engagements, support services and associated support contracts (SPSLE/SES). The TQM will be directly engaged in the delivery MaxSecure contract components, in collaboration with customers, the SAP AGS COE, BackOffice, NS2 COE, NS2 BackOffice, SAP Consulting, and SAP Active Global Support.

  • Act as a trusted advisor in safeguarding and optimizing the adoption and consumption of digital innovation of SAP-centric solutions at Customer
  • Management of complex 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
  • Directly advises 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 strategic 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
  • Requires 10+ years of work experience in business software implementation consulting and/or support
  • Requires 5+ years of work experience managing or delivering SAP engineering, maintenance, or maintenance related services
  • Demonstrated experience in expert level customer facing communication and presentation skills with executive level
  • Demonstrated experience in moving on-premise software to cloud, cloud migrations, IAAS, PAAS, and/or SAAS solutions
  • Bachelor's degree in Compute Science, Information Technology, Security or related. Years of experience may be used in lieu of a degree
  • Prior experience in ERP software implementation (Required)
  • Prior experience in software services sales, contract management and/or negotiations required
  • Expert knowledge 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
  • Advanced SAP AGS certifications or delivery experience as a Principal TQM (Preferred)
  • Strong Verbal and Written Communication
  • Ability to Build trusted relationships with key Customer stakeholders
  • Ability to lead and manage own work with minimal supervision
  • Ability to orchestrate and collaborate across multiple domains and efforts
  • Ability to understand customer's business model
  • Ability to measure and communicate business values
  • Constant learning and skill growth
  • Great benefits
  • A team that wants you to grow and succeed
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