SAP NS2® Director Premium Engagements Engineering and Delivery
Location: Newtown Square, PA, US (Virtual) Ref-Code: 147356 Work Area: Consulting and Professional Services Expected Travel: 0 – 100% Career Status: Professional Employment Type: Regular Full Time
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.
NS2 Service & Support Director is a member of the NS2 Service and Support Management team, responsible for Premium Engagements delivery contributing to the revenue and growth initiatives of NS2 support as it relates to the positioning, selling and delivery of MaxSecure and associated support contracts (SPSLE/SES).
This role is directly engaged in the management of MaxSecure contracts, delivery teams, customers and prospects in collaboration with NS2 BackOffice, Service Sales, and SAP Active Global Support.
The Service & Support Director would be responsible for developing and executing strategic initiatives to exceed revenue and growth targets for delivery and sales of MaxSecure and associated secure support offerings (SPSLE,SES).
Successfully leads teams of experienced professionals up to career level T4. Is successfully involved in implementation and execution of DBS programs.
RESPONSIBILITIES & TASKS
Expectations and Tasks
Successfully influences up to and including CxO Level.
Engagement Engineering and Delivery:
Management of NS2 Premium Engagements delivery region consisting of secure support delivery resources and MaxSecure contracts
Manage complex customer relationships/engagements with DOD, federal/state/local government, public and private sector customers who engage in MaxSecure or associated contracts from NS2 (SPSLE/SES) establishing engagement governance set-up and delivery team integration
MaxSecure positioning and sales support to achieve NS2 service and support revenue goals Ensure seamless integration of new engagement development and delivery with focus on quality and profitability.
Drive process development and execution to merge critical functions for delivery and engagement development (expansion) into the MaxSecure Delivery Team
Manage the Engagement Architects and as integrated function are part of the collaborative process with Field Sales for developing, positioning and selling MaxSecure
Ensure complex engagements are technically planned and executable (or stabilized if necessary), to address issue/risks to avoid business impact to the customer and engagement escalation
Strategic Planning & Engagement Delivery:
Establishes and maintains ongoing C/Executive level relationship with customer stake holders with complex SAP customers engaged with National Security Services (NS2) under a MaxSecure agreement
Own MaxSecure contracts and associated customer programs covered under the scope of contracts for defined region
Participates in regular on-site meetings with customer C/Executive level to ensure NS2/MaxSecure engagement charter, focus and delivery results meet expectation of customer (gain signoff) and that delivery KPIs are in line to maintain profitability/margin/revenue requirements
Provide support to delivery team to ensure account team alignment of MaxSecure engagement delivery with other SAP activities for the customer
Final Approval on Engagement Governance and Balance Scorecards (BSC) with Technical Quality Manager(s) and ensures that the BSC are constantly maintained by the TQM with value based/quantified achievements or results
Drives the contract expansion and renewal opportunities identified by SAP account team NS2 delivery team and/or customer
Participates in Regional and Account Planning Meetings as part of NS2 Service and Support Leadership Team with SAP NS2 License Sales, Services, and SAP License Sales and Field Services for Public and Private Sector
Leadership, Mentoring, Collaboration and People management:
Manages development of organizations and leaders for personal and functional skills and supports change management
Establishes a working environment that enables self-learning and optimizing teams
Formulates appropriate goals for each team within his organization and leaders including follow-up on achievements
Succession Management for key people in team and for own role
Identification of functional, technical and professional skills and competencies requirements of delivery organization to continually meet the demands of delivery standards
Providing guidance to the delivery teams executing contracts within his/her region on items including, but not limited to leveraging the support and consulting ecosystem of proactive services and/or other resources for resolution of customer’s top issues
Collaborates with management team in defining growth strategy for Premium Engagements to meet revenue targets
Participate in the hiring of TQM candidates to ensure training and ramp up ahead of staffing needs
Represents NS2 Service and Support at SAP customer events such as SAPPHIRE and SAP NS2 and or industry specific events
Participate in the development of the following roles, skills, competencies, and supporting processes within the NS2 Service and Support organization:
Advanced knowledge of SAP premium maintenance service components, portfolio and delivery methodologies
Design and define MaxSecure support engagements between SAP NS2 and customers/prospective customers
Development and delivery of the proposed risk mitigation plan, engagement framework, describing how services address customer risk areas to all levels within the customer including C Level
Works closely with NS2 Services Sales and SAP Account team to ensure prospects and customers can relate to and understand how the MaxSecure portfolio of support products relates to them
Provides additional support to conduct product positioning for strategic purposes, including trade shows and customer events if required
Provide NS2 Services Sales and FS Business Development team with ongoing support in the fulfillment of RFIs, RFPs
Forms adequate mutually beneficial relationships to senior managers, leaders and experts from other DBS departments and other SAP LoBs where necessary.
Develops relationships with partners on senior level which ensure SAP success
Takes appropriate action to get a forecast of required resources brings it in line with the capacity of his organization and the available budget for non-DBS requirements, without compromising on efficiency.
Makes sure the established processes and tools are reviewed regularly for improvement potential and keeps them compliant with relevant standards, such as ISO certifications.
Manages risks within own area of responsibility and action plans for any relevant deficiencies are immediately defined, executed and communicated appropriately.
QUALIFICATIONS & SKILLS
Advanced SAP AGS certifications or delivery experience as a Principal EA or Principal TQM preferred
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, SAP ActiveEmbedded
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
Bachelor or Master Degree in Business or Technology or relevant business experience
U.S. citizenship is required
All internals must have manager’s approval to transfer