SAP SAP NS2 Technical Quality Manager 

United States, Pennsylvania, Newtown Township 

472147407

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

We win with inclusion

Philadelphia