SAP NS2 Technical Quality Manager / Support Architect - MaxSecure

SAP

9d•$132,500 - $225,300•Hybrid

About The Position

SAP National Security Services (SAP NS2) is seeking a Technical Quality Manager/Support Architect (TQM) to join the NS2 Service and Support MaxSecure Delivery team. This role is responsible for the execution of Premium Engagements, contributing to the revenue and growth of NS2 support services, including MaxSecure engagements, support services, and associated contracts (SPSLE/SES). The TQM will collaborate with customers, SAP AGS COE, BackOffice, NS2 COE, NS2 BackOffice, SAP Consulting, and SAP Active Global Support to deliver MaxSecure contract components.

Requirements

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 Computer 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.
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.
S4 and/or SAP ERP Implementation (e.g., Greenfield, Brownfield, Bluefield).
Data Center Migration (On-Premise-to-Cloud or Hybrid Models).
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.
Must be a U.S. citizen.
Must be able to obtain and maintain a security clearance.
Must be able to travel up to 80% or as needed per the customer.

Nice To Haves

Advanced SAP AGS certifications or delivery experience as a Principal TQM (Preferred).

Responsibilities

Act as a trusted advisor in safeguarding and optimizing the adoption and consumption of digital innovation of SAP-centric solutions at Customer.
Manage complex customer relationships and Premium Engagement (PE) engagements on assigned accounts within Federal, Department of Defense, State, Local, Education, Healthcare (SLED) public, and/or private sector customers.
Gather insights about the customer’s business and roadmap with SAP to ensure successful engagement delivery.
Directly advise the Customer on solution operations to support business continuity.
Lead Premium Engagement Steering Meetings to align and report SAP’s involvement and activities at the customer.
Maintain and update an accurate view of PE Time Actuals/Revenue forecasting on a weekly basis in NS2 financials (ECC).
Identify strategic opportunities for developing the Premium Engagement.
Manage the PE Customer engagement service plan and work with Customer and SAP Center of Expertise (CoE) to plan, schedule, and deliver committed days/services.
Participate and contribute to SAP Virtual Account Team (VAT) meetings to stay informed of Customer environment, opportunities, and issues/challenges.
Proactively manage the PE engagement plan and services at Customer, serving as the primary Point of Contact for managing Customer escalations, during and outside of normal business hours, as required.
Work 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.
Prepare and submit weekly status PE status reports to Customer and NS2 PE Shared Mailbox.
Drive Engagement Planning to ensure SAP’s involvement in relevant areas and initiatives at the customer.
Manage stakeholders on a continuous basis to establish a long-term, trusted customer relationship.
Identify risks to avoid harm to customer’s business.
Directly advise the customer to provide guidance and be regarded as a 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.