SAP NS2 Support Engineering Manager

Job Description

We help the world run better
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

SAP NS2 Support Engineering Manager

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.

This position requires access to customer data. Must be a U.S. citizen; SAP NS2 does not offer Visa sponsorships for this role. All internals must have manager’s approval to transfer.

The Support Engineering Manager for Multi-tenant Cloud Secure Support will provide operational leadership and direction to a high performing team of support engineers based in the US.
The Support Engineering Manager will partner with peer managers, the Support Engineering Triage Manager, and the SME’s, to deliver operational excellence and provide thought leadership for the strategic initiatives in the product family. This role supports Multi-Tenant SAAS solutions primarily FieldGlass; Ariba and IBP.

EXPECTATIONS AND TASKS

• Attract, develop and retain talent through effective Coaching for Engagement, Performance Management, and Career Planning and Development.
• Accountable and responsible for all tasks and activities of the team, ensuring effective, efficient, and high-quality delivery of End-to-End Support Services to customers.
• Drive the execution of the Multi-tenant Portfolio strategy in close collaboration with peers, Support Readiness Lead and the Product Area Leads.
• Drive a customer first mindset and ensure adherence to processes through Quality Assurance Analysis of the cases solved by the team.
• Engage with Customers to turnaround the support experience by being available for ad-hoc calls.
• Partner with the SME’s to drive a culture of knowledge sharing and Collaboration through continuous improvement in the proficiency of the team on Knowledge Capture, Reuse and Sharing
• Proactively reach out to Customers & Partners where possible, to promote the best practices of engaging with Support.

• The Manager will be required to:

• Monitor SLAs for all support channels and all customer facing services provided ensuring readily available support for customers.
• Monitor and drive high levels of customer satisfaction obtained through regular customer surveys.
• Manage critical customer escalations and manage stakeholders to ensure timely resolution.
• Plan and manage team resources ensuring adequate staffing across all customer facing channels and services.
• Support the Leadership team with strategy topics: planning, communication and definition of KPIs.
• Manage team performance ensuring delivery excellence across all channels and services.
• Drive an innovation mindset and focus on continuous improvement and quality assurance.
• Responsible to ensure compliance for ISOs 9001 and 27001 and success on internal and external audits.
• Drive a strong people agenda: high levels of employee engagement, NPS and clear focus on talent development and coaching.
• Team communications: run monthly team meetings, monthly 1:1 meetings, SAP Talks
• Liaise with internal teams such as Operations, CSM’s, Security, as well as SAP Product and Development Support

Education & Experience:

• Bachelor's degree in Computer Science, Business Administration, or related field with 10+ years of work-related experience (years of experience may be used in lieu of a degree)
• 5+ years of technical expertise (implementation or support) in one or more multi-tenant SaaS solutions including FieldGlass, Ariba, and IBP
• People management/leadership experience preferred

Technical Skills:

• Experience with Splunk, HTTP trace, SAP Cloud Connector, HANA Cloud, Event Mesh
• Working knowledge of HTML, SSO and SAML concepts, TCP/IP and SFTP protocols
• Strong understanding of SQL and troubleshooting
• Understanding of cloud system architecture and SaaS environments
• Strong understanding of infrastructure-related topics
• Experience with end-to-end processes and management of underlying tooling infrastructure
• Experience with harmonization of cloud operations and software delivery processes
• Sound knowledge of product support processes and all service and support offerings
• Deep and wide technical knowledge is an added advantage

Leadership & Management:

• Proven ability to lead by example and inspire teams to higher levels of performance
• Strong stakeholder management skills and ability to build trusted partnerships (internal and external)
• Proven abilities in managing escalations (internal and external)
• Self-initiative and strong accountability for business results
• High level of self-organization to drive topics forward within an agile team context

Professional Competencies:

• Results-oriented with timely design and execution of deliverables
• Strong customer focus when delivering experiences
• Excellent relationship building skills in a virtual environment
• Strong attention to detail while maintaining big picture thinking
• Able to challenge the status quo and view change as an opportunity
• Excellent communication and interpersonal skills
• Strong empathy, integrity, active listening, and humility
• Critical thinking and ability to pre-empt potential escalations
• Receptive to feedback and continuously improves through personal development
• Self-motivated, proactive, and solution-oriented
• Flexibility and proven ability to work under pressure
• Agile and adaptive to changes
• Excellent organizational skills

Note: The job description is meant to be a guideline. It is not exhaustive, and we will expect the selected candidate to show flexibility and eagerness to undertake varied tasks and projects.

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 world.

SAP is committed to the values of Equal Employment Opportunity and provides 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.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

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 132,500 - 225,300 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.

We are ethical and compliant
Our leadership credo: Do what’s right. Make SAP better for generations to come. We believe that great leadership extends far beyond the mere pursuit of business goals. We value and foster leadership that is driven with purpose and integrity. Our leaders are role models who uphold SAP’s values and shape SAP’s culture of integrity, by demonstrating and championing ethical and compliant behavior towards all stakeholders.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 446034 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 20% | Career Status: Management | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid

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