SAP NS2 Technical Quality Manager / Support Architect - MaxSecure

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SAP NS2 Technical  Quality Manager / Support Architect (MaxSecure)

 

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