[Remote] Project Manager (IT) T3
Note: The job is a remote job and is open to candidates in USA. Johnson Technology Systems, Inc. (JTSi) is a federal government consulting firm providing technical services to various agencies. The Senior Client Delivery Manager will be the primary contact for SAP NS2 Cloud Customers, managing customer engagement and ensuring satisfaction through effective service delivery and relationship management.
Responsibilities
- Conducts regular / quarterly business review meetings with the customer to discuss the service quality
- Delivers a quarterly balanced scorecard with KPI's to ensure overall customer satisfaction (performance review)
- Proposes and discusses improvement potential
- Conducts service and business planning meetings to understand customer business needs
- Explains aspects of SAP NS2's overall cloud strategy and the growing portfolio to ensure adoption of S/4HANA and cloud standardization and to drive transformation towards SAP NS2 Cloud Solutions
- Orchestrates onboarding/transition projects
- Manages overall service/project delivery according to planned scope, budget and milestones
- Single point of contact for service and support requirements of the customer regarding SAP NS2 cloud solutions
- Supports delivery/operations teams to perform and drive root cause analysis to completion
- De-escalates critical customer situations
- Supports critical customer situations in conjunction with teams from Mission Control Center (MCC) and Operations Control Center (OCC) if applicable
- Supports the preparation of proposals, solution assessments and service scoping exercises
- Ensures feedback loop into development/operations unit
- Plans and manages customer release and maintenance activities (establish a customer IT calendar)
- Develops & implements quality plans for the customer
- Ensures service plan execution for Enhanced Managed Services and Cloud Application Services
- Creates and delivers monthly service reporting
- Identify upsell opportunities
- Collaborates with sales to ensure upsell and renewal (participate in the deal review meetings if applicable)
- Enable & ensures customer satisfaction surveys
- Drive & reviews SLA service credit cases
- General overview of commercial responsibility (SLA credit vs. profit)
- Supports commercial change requests
- General overview of sizing / pricing of upcoming change requests
- Runs Cloud Application Services operating profit reviews
- Liaises with different SAP NS2 stakeholders involved in the accounts, to ensure success and integration with neighbored teams
Skills
- MUST be a US Citizen
- Minimum 5-7 years of professional experience
- Excellent customer focus / Networking / Relationship Building
- Results-driven / Self-organized / Decision making
- Knowledge of one or more functional business processes (Logistic, Finance, etc.)
- Project Management Fundamentals
- Lean Fundamentals
- Infrastructure know-how and technical understanding
- Perspective on current IT trends
- Understand Cloud business and SAP NS2 Cloud models / solutions / operation processes
- Technical and application expertise for different cloud solutions (min. HEC & S/4HANA)
- Understanding of escalation handling and procedures
- Minimum Bachelor's Degree or equivalents in Business Administration, Computer Science, Technical Engineering, Economics or related field
- ITIL knowledge and skills are beneficial (Foundation Level)
- Project Manager Professional
Company Overview
- Established in 2003, JTSi is an IT & Engineering Services provider with years of documented experience in the Information Technology and Engineering services field. It was founded in 2003, and is headquartered in Reston, Virginia, USA, with a workforce of 51-200 employees. Its website is http://www.jtsusa.com/.
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