SAP SAP NS2 Service Delivery Manager 

Belgium, Flemish Brabant 

107435254

This position requires access to customer data. Must be a U.S. citizen; SAP NS2 does not offer Visa sponsorships for this role. All internals must have manager’s approval to transfer.

Service Delivery Manager (SDM) acts as a trusted technical advisor in the safeguarding and optimization of customer‘s investments into SAPNS2. SDM governs customer relationship management from a technical perspective, while advocating for the customer and bringing the power of NS2 to enrich customer experience. SDM will work as a team with CDMs and NS2’s internal service delivery to serve and delight our customers, by providing quality services to satisfy their needs and resolving technical complexities throughout their entire lifecycle.

• Primary contact for the customer regarding technology discussions
• Recognized as the escalation point for technical issues for the customer landscape
• Deep understanding of customer landscape and its interfaces
• Understands the customer business, goals and challenges in order to suggest solutions/innovation
• Advises customers on technical requirements, constraints and support in all sorts of technical situations (incl. IT critical situations) throughout their lifecycle within NS2
• Identifies and positions services that deliver value to the customer from the existing NS2 portfolio
• SDM will visit customer on-site for special situations (i.e., strategic customer’s kick-off meeting; renewal follow up;  discovery workshops; etc.)
• Supports customer’s Intelligent Enterprise transformation by acting as technical consultant (Ex: S4HANA conversion)
• Works with CDM, PL, Account executive, CAS architects and  internal service delivery to derive the long-term account vision and executable service plans

Tasks:

• Ensure customer satisfaction on technical delivery and support
• Execute on SAP NS2 portfolio
• Drive NS2 and SAPs innovation portfolio awareness and its implementation
• Support with incident & service request management as needed
• Coordinate impact and risk assessment for change management of planned activities
• Supports the service plan review with the customer and CDM
• Lead operational meetings with the customer, along with CDM
• Customer specific guidance derived out of EWAs, RCAs, Technical Services and Monthly Service Reviews, providing an in depth review of the generated reports and action items follow up.
• Plan and execute Capacity Management, Landscape Optimization and other value adding services
• Focus on Problem Management to adopt countermeasures, preventing unexpected downtimes
• Hands-on for critical activities (details to be aligned)
• The individual is expected to provide technical guidance, strategy, and direction on SAP Technical designs, implementations, and deployments of SAP solutions on Cloud infrastructure.

Requirements:

• Bachelor’s Degree plus 15+ years of experience or master’s degree, plus 7 years of experience. Years of experience may be used in lieu of a degree.
• SAP Basis experience and Understanding of SAP best practice
• Cloud working knowledge ow AWS, GCP and or Azure
• Strong verbal, written, and interpersonal communication skills
• A high standard for work ethic and quality is required
• Experience working with highly technical teams
• A clear understanding of business process requirements as well as cloud technical requirements for IaaS, PaaS, and SaaS technologies
• Strong analytical as well as organizational skills with an ability to manage competing priorities.
• Ability to manage and shift priorities quickly and effectively when needed.
• Contributes independently, resolves complex issues
• Self-motivated and able to work under pressure to deliver high-quality deliverables.
• Contributes actively to build common ground for cooperation
• Communicates relevant messages on time and with constructive feedback to cross-functional colleagues & managers
• Ability to learn functional and technical concepts quickly.
• Excellent verbal and written communication and interpersonal skills
• Understanding of technical issues and business impact.
• SAP certifications strongly preferred
• A strong preference will be given to candidates located either in the Austin, TX area or Herndon, VA

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