SAP NS2 Technical Quality Manager​/Support Engineer; MaxSecure

SAP NS2 Technical Quality Manager / Support Engineer (Max Secure)-Remote

We help the world run better. At SAP, we keep it simple: you bring your best to us, and we’ll bring out the best in you. We’re builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what’s next. The work is challenging – but it matters. You’ll find a place where you can be yourself, prioritize your wellbeing, and truly belong.

What’s in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

This position requires access to customer data. Must be able to obtain and maintain a security clearance.

This position requires up to 80% travel.

All internal applicants must have manager’s approval to transfer.

SAP National Security Services, SAP NS2, is seeking a Technical Quality Manager/Support Engineer. 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 of 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
• Management of 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).
• Gathers insights about the customer’s business and roadmap with SAP as a basis for a successful engagement delivery.
• Advise 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 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.
• Must be able to travel up to 80% or as needed per the customer

• Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent work experience. A combination of equivalent work and life experience will be accepted in lieu of degree
• Requires 1-3+ years of work experience in business software implementation consulting and/or support.
• Requires 1+ years of work experience with an understanding of SAP engineering, maintenance, or maintenance related…