SAP NS2 - Technical Quality Manager/Support Architect - Virtual (157795)

SAP NS2® Technical Quality Manager/Support Architect – Virtual

Location: Newtown Square, PA, US (Virtual)
Ref-Code: 157795
Work Area: Customer Service and Support
Expected Travel: 100%
Career Status: Professional
Employment Type: Regular Full Time

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.

POSITION DESCRIPTION

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.

RESPONSIBILITIES & TASKS

  • Management of NS2 Premium Engagements delivery of MaxSecure contract deliverables
  • Management of 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
  • 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
  • Ensures 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
  • Plan and execute MaxSecure onsite services for the delivery of a sequence of technical risk mitigation services for implementations and optimization as well as operations focused services for Application Operations and Technical Operations
  • Strategic Planning & Engagement Delivery
  • Establishes and maintains ongoing executive level relationship with customer stake holders with complex SAP customers engaged with National Security Services (NS2) under a MaxSecure agreement
  • Owns MaxSecure contracts and associated customer programs covered under the scope of contracts for defined region
  • Participates in regular on site meetings with customer 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
  • Leadership, Mentoring, and Collaboration

QUALIFICATIONS & SKILLS

  • 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
  • Advanced SAP AGS certifications or delivery experience as a Principal TQM preferred
  • Prior experience in ERP software implementation
  • Prior experience in software services sales, contract management and/or negotiations required
  • 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
  • All internals must have manager’s approval to transfer
  • U.S. citizenship is required