SAP NS2 Technical Service Manager - Virtual

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SAP NS2 Technical Service Manager - Virtual

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.

All internals must have the manager’s approval to transfer.

Must be a U.S. Person; NS2 does not offer Visa sponsorships for this role

Technical Service Manager (TSM) acts as a trusted technical advisor in the safeguarding and optimization of customer‘s investments into SAPNS2. TSM governs customer relationship management from a technical perspective, while advocating for the customer and bringing the power of NS2 to enrich customer experience. TSM will work as a team with CDMs and NS2’s internal service delivery to serve and delight our customers, by providing quality services to satisfy their needs and resolving technical complexities throughout their entire lifecycle

• 
  Primary contact for the customer regarding technology discussions

• Recognized as the escalation point for technical issues for the ECS customer landscape

• Deep understanding of customer landscape and its interfaces

• Understands the customer business, goals and challenges in order to suggest solutions/innovation

• Advises customers on technical requirements, constraints and support in all sorts of technical situations (incl. IT critical situations) throughout their lifecycle within NS2

• Primary technical point of contact for Client Delivery Manager (CDM)

• Identifies and positions services that deliver value to the customer from the existing NS2 portfolio

• TSM will visit customer on-site for special situations (i.e., strategic customer’s kick-off meeting; renewal follow up; discovery workshops; etc.)

• Supports customer’s Intelligent Enterprise transformation by acting as technical consultant (Ex: S4HANA conversion)

• Works with CDM, PL, Account executive, CAS architects and internal service delivery to derive the long-term account vision and executable service plans

Tasks:

• Ensure customer satisfaction on technical delivery and support

• Execute on SAP NS2 portfolio

• Drive NS2 and SAPs innovation portfolio awareness and its implementation

• Support with incident & service request management as needed

• Coordinate impact and risk assessment for change management of planned activities

• Supports the service plan review with the customer and CDM

• Lead operational meetings with the customer, along with CDM

• Customer specific guidance derived out of EWAs, RCAs, Technical Services and Monthly Service Reviews, providing an in depth review of the generated reports and action items follow up.

• Plan and execute Capacity Management, Landscape Optimization and other value adding services

• Focus on Problem Management to adopt countermeasures, preventing unexpected downtimes

• Hands-on for critical activities (details to be aligned)

The individual is expected to provide technical guidance, strategy, and direction on SAP Technical designs, implementations, and deployments of SAP solutions on Cloud infrastructure.

Requirements:

• Bachelor’s Degree plus 12 years of experience or master’s degree, plus 7 years of experience.

• SAP Basis experience and Understanding of SAP best practice

• Strong verbal, written, and interpersonal communication skills

• A high standard for work ethic and quality is required

• Experience working with highly technical teams

• A clear understanding of business process requirements as well as cloud technical requirements for IaaS, PaaS, and SaaS technologies

• Strong analytical as well as organizational skills with an ability to manage competing priorities.

• Ability to manage and shift priorities quickly and effectively when needed.

• Contributes independently, resolves complex issues

• Self-motivated and able to work under pressure to deliver high-quality deliverables.

• Contributes actively to build common ground for cooperation

• Communicates relevant messages on time and with constructive feedback to cross-functional colleagues & managers

• Ability to learn functional and technical concepts quickly.

• Excellent verbal and written communication and interpersonal skills

• Understanding of technical issues and business impact.

We build breakthroughs together

SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs, together.

We win with inclusion

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 354443 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.