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Thứ Tư, 13 tháng 11, 2013

SAP NS2 Support Manager Job - SAP - Newtown Square, PA

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Ref-Code: US-57860329-EN-13-001

Work area: Information Technology

Expected travel: 0% - 50%

Career status:

Employment type: Regular Full Time


SAP is the global market leader for business software and thus contributes a considerable part of the world's economic power grid. At SAP you get your chance to put your ideas into action with maximum impact.Responsibilities: 1) MaxAttention and Safeguarding Delivery for customer solutions with one or several projects 2) De-escalation of top issues from MaxAttention or Safeguarding customers


1) Technical evaluation and documentation of customer situation: •Holistic understanding of the customer situation including solution landscape, core business processes, interfaces, critical projects and top issues 2) Management of risks and top issues •Identification of technical risks and top issues. Definition of the corresponding action plan to manage the top issues, including actions for the customer, SAPNS2 partners, and all SAPNS2 departments. •Ensure resolution of issues and top issues according to engagement deliverables oInvolve SAP Backoffice organization, SAPNS2 experts, and non-SAPNS2 experts to create an action plan for resolution of the customers issues and top issues. oDrive the execution of action plans for customers issues and top issues by coordinating the involvement of required SAPNS2 and non-SAPNS2 experts onsite and remote during service delivery and root cause analysis activities 3) Management of service plan and service delivery •Define service plan based on customer's project plan and top issues including detailed definition of service scope •Feedback to SAP Development about gaps and risks in our standard products in cooperation with the AGS Centers of Expertise; as applicable •Feedback to SAP Service Development about gaps in Service Portfolio 4) Documentation and reporting •Maintain and generate TQM reporting to customer providing the status of engagement deliverables, accomplishments, results of AGS interaction under MaxAttention and Safeguarding using the SAP Solution Manager •Prepare and participate to the Quarterly Meetings (executive meetings) together with the Engagement Architect. This includes preparation of the Balanced Scorecard together with the Engagement Architect. 5) Delivery tasks •Delivery of MaxAttention engagements for projects and operations •Delivering Application Lifecycle Management strategy plans for customers including the following Quality Management areas: •Quality Management for Implementation •Quality Management for Business Continuity •Quality Management Business Process Improvement •Quality Management for Protection of investment 6) Communication to customer management The Support Manager needs to be proficient in communication up to C-Level Management for smaller customers or Senior Management in larger customers.


8+ years relevant experience


Bachelors degree required.U.S. Citizenship is required for this position

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