Customer Service and Support

SAP NS2 Technical Quality Manager

We help the world run better


At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. 

 

COMPANY DESCRIPTION

SAP is the global market leader for business software and related services, and SAP National Security Services Inc.® (SAP NS2®) is an independent U.S. subsidiary, offering SAP solutions with specialized levels of security and support to meet the requirements of U.S. national security and critical infrastructure customers.

 

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

 

POSITION DESCRIPTION

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.

 

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.

 

DOMAIN COMPETENCIES

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

Bring out your best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.  

 

We win with inclusion

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com.
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

 

EOE AA M/F/Vet/Disability

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

 

Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 126700 - 291000(USD) USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.

 

Requisition ID: 397819 | Work Area:Customer Service and Support  | Expected Travel: 0 - 100% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid

Requisition ID:  397819
Posted Date:  Jul 17, 2024
Work Area:  Customer Service and Support
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 100%
Location: 

Herndon, VA, US, 20171

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