NS2 Technical Quality Manager​/Support Architect - MaxSecure

SAP NS2 Technical Quality Manager / Support Architect - Max Secure

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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 Max Secure 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 Max Secure engagements, support services and associated support contracts (SPSLE/SES).

The TQM will be directly engaged in the delivery Max Secure contract components, in collaboration with customers, the SAP AGS COE, Back Office, NS2 COE, NS2 Back Office, SAP Consulting, and SAP Active Global Support.

• Act as a trusted advisor in safeguarding and optimizing the adoption and consumption of digital innovation of SAP-centric solutions at Customer
• Manage 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 Max Secure or associated contracts from NS2 (SPSLE/SES)
• Gather insights about the customer’s business and roadmap with SAP as a basis for a successful engagement delivery
• Directly advise the Customer on solution operations to support business continuity
• Lead Premium Engagement Steering Meeting to align and report SAP’s involvement and activities at the customer
• Maintain and update 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)
• Identify strategic opportunities for developing the Premium Engagement
• Manage the PE Customer engagement service plan and work with Customer and SAP Center of Expertise (CoE) to plan, schedule, and deliver on committed days/services
• Participate and contribute to SAP Virtual Account Team (VAT) meetings to stay informed of Customer environment, opportunities, and issues/challenges
• Take a proactive approach to managing PE engagement plan and services at Customer, and be the primary Point of Contact for managing Customer escalations during and outside of normal business hours as required
• Work 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
• Prepare and submit weekly status PE status reports to Customer and NS2 PE Shared Mailbox
• Drive Engagement Planning to ensure SAP’s involvement in relevant areas and initiatives at the customer
• Manage stakeholders on a continuous basis to establish a long-term, trusted customer relationship
• Identify risks to avoid harm to customer’s business
• Directly advise the customer to provide guidance and to be regarded as a trusted advisor
• Ensure quality of outcome reporting to demonstrate the value of the engagement to the customer
• Must be able to travel up to 80% or as needed per the customer

• 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
• Demonstrated experience in moving on-premise software to cloud, cloud migrations, IAAS, PAAS, and/or SAAS solutions

• Bachelor’s degree in Computer Science, Information Technology, Security or related; years of experience may be used in lieu of a degree
• 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)
• 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 Max Attention, and SAP Active Embedded
• Strong Verbal and Written…