SAP NS2 Technical Quality Manager​/Success Plan Manager

Position Overview

SAP NS2 Technical Quality Manager / Success Plan Manager is a role within SAP National Security Services, SAP NS2. The TQM/SPM will be a member of the National Security Customer Services & Delivery (NSCS&D) Delivery team, responsible for Success Plan delivery execution contributing to the revenue and growth initiatives of NSCS&D as it relates to the delivery of Max Success Plan engagements, support services and associated cloud contracts.

The TQM/SPM will be directly engaged in the delivery of Max Success Plan components. The role collaborates with Customer Engagement Partners, Enterprise Architects, Data Architects, Success Experts, and delivery teams to provide a coordinated, outcome-driven customer experience.

As a Technical Quality Manager / Success Plan Manager, you will lead the end-to-end execution of Max Success Plan engagements for U.S. national security and critical infrastructure customers.

• Strategic Advisory:
  Act as a trusted advisor to customer IT and business leadership, guiding decision-making for transformation, adoption and optimisation initiatives.
• Service Plan Execution:
  Own the end-to-end delivery of customer Service Plans across the lifecycle to ensure structured outcomes, solution adoption and value realisation.
• Engagement Planning:
  Translate customer business goals and roadmaps into actionable plans with defined milestones, governance and measurable success criteria.
• Executive Governance:
  Establish and lead governance cadences, including executive steering committees and quarterly business reviews, to report on engagement status and value.
• Risk & Escalation Management:
  Proactively identify and mitigate technical or business risks and serve as the primary point of contact for managing customer escalations, including outside normal business hours.
• Cross‑Functional
  
  Collaboration:
  
  Partner with Customer Engagement Partners, Architects and Global Delivery Hubs to provide a coordinated, outcome‑driven customer experience.
• Health & Adoption Monitoring:
  Interpret consumption and engagement health indicators to adjust plans and ensure renewal readiness by demonstrating realised value.
• Business Continuity:
  Directly advise customers on solution operations and work with Secure Support and the Backoffice to resolve incidents and tickets.
• Financial Accountability:
  Maintain accurate weekly views of time actuals and revenue forecasting for TQM and Expert services within SAP NS2 financials.
• Stakeholder Management:
  Manage complex relationships across Federal, DoW (DoD), SLED and private sector accounts to build long‑term trusted partnerships.
• Value Reporting:
  Drive continuous improvement initiatives and submit weekly status reports to ensure the quality of outcome reporting.
• Operational Requirements:
  Participate in Virtual Account Team (VAT) meetings and maintain the flexibility to travel up to 80% based on customer needs.

• 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; and
• 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.

• A Bachelor’s degree in Computer Science, Information Technology, Security or a related field is required, though equivalent years of experience may be considered in lieu of a degree.
• SAP Technical Expertise:
  Candidates must possess expert knowledge of the SAP Maintenance Portfolio (e.g., Enterprise/Standard Support, Max Attention and Success Plans) and preferably hold advanced SAP AGS certifications or experience as a Principal TQM.
• Implementation & Migration
  
  Experience:
  
  Prior experience in ERP software implementation is required, alongside demonstrated proficiency in moving on‑premise software to cloud environments (IAAS, PAAS, SAAS) and managing technical architectures.
• Sales & Contract Management:
  Experience in software services sales, contract management and/or…