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SAP SAP NS2 Technical Quality Manager 
United States, Virginia 
326621825

24.06.2024

EXPECTATIONS AND TASKS

  • 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.

WORK EXPERIENCE

  • 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; and
  • 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.

EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES

  • Advanced SAP AGS certifications or delivery experience as a Principal TQM (Preferred)
  • Prior experience in ERP software implementation (Required)
  • Prior experience in software services sales, contract management and/or negotiations required; and
  • 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.

Required

  • 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

Preferred

  • Data & Analytics
  • IT Infrastructure
  • IT operations and Change management
  • Business Process & Process Map
  • Machine Learning and Analytics

UNIVERSAL COMPETENCIES

  • 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

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