SAP NS2 Technical Service Manager

We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. 

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.

Must be a U.S. citizen; this position requires access to customer data.

This is a remote position.

SAP NS2 does not offer Visa sponsorships for this role.

All internals must have manager’s approval to transfer.

Technical Service Manager (TSM) acts as a trusted technical advisor in the safeguarding and optimization of customer‘s investments into NS2. The 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.

Tasks and Deliverables: 

• Expected to provide technical guidance, strategy, and direction on SAP Technical designs, implementations, and deployments of SAP solutions on Cloud infrastructure
• 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

Requirements:

• 2+ years SAP Basis experience and understanding of SAP best practice
• Successful Public Trust background check
• 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

Responsibilities:

• Ensure customer satisfaction on technical delivery and support
• Execute on SAP NS2 portfolio
• Drive SAP 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)

Education:

BS in Business or Computer Science or equivalent work history 

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Bring out your best

SAP innovations help more than four hundred thousand 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 two hundred million users and more than one hundred thousand 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, you can bring out your best.  

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.

Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 145000 - 246400(USD) USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.

Requisition ID: 409124 | Work Area:Information Technology  | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid

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