SAP NS2 Support Engineering Manager

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.

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 US Citizen; this position requires access to customer data. All internals must have Manager’s approval to transfer.

Position Summary
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 strategic initiatives in the product family. This role supports multi-Tenant SAAS solutions primarily Commerce Cloud; Concur and Digital Manufacturing Cloud knowledge is a plus.

Responsibilities

• 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

Management Tasks

• 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
• 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

Required Attributes

• Technical expertise (implementation or support) required in one or more multi-tenant SAAS Solutions including Commerce Cloud (Digital Manufacturing and Concur experience a plus)
• Experience with Splunk, trace, SAP Cloud Connector, HANA Cloud, Event Mesh
• Working knowledge of HTML, working knowledge/hands-on experience on SSO and SAML concepts, TCP/IP and SFTP protocols
• Awareness about cloud system architecture and SaaS environment
• A good understanding of SQL and its troubleshooting
• Results orientated – ensuring timely design & execution of deliverables
• Self-initiative & strong accountability for business results to customers
• Strong stakeholder management skills & ability to build trusted partnerships
• Strong customer focus when delivering experiences
• Excellent relationship building skills in a virtual environment
• Strong empathy, integrity, active listening & humility with team and colleagues
• Demonstrate strong self-confidence and accountability for end-to-end results
• Strong attention to detail while being able to think big picture
• Able to challenge the status quo & view change as an opportunity
• High level of self-organization to drive topics forward within an agile team context
• Excellent communication & interpersonal skills
• Receptive to feedback & continuously improves through personal development
• Critical thinking & ability to pre-empt potential escalations as required
• Strong understanding of infrastructure-related topics
• Experience with end-to-end processes and the management of underlying tooling infrastructure
• Experience with harmonization of cloud operations and software delivery processes

Education and Qualifications

• University degree in computer science, business administration, or similar qualifications
• People Management / leadership skills
• Excellent customer focus and stakeholder management skills (internal and external)
• Flexibility / proven ability to work under pressure
• Strong personality and good communications skills
• Proven abilities in managing escalations (internal and external)
• Sound knowledge of Product Support processes and all service and support offerings
• Deep and wide technical knowledge will be an added advantage
• Self-motivated, proactive, and solution-oriented
• Agile and adaptive to changes
• Established and aspiring people leaders, with a desire to be associated with one of the strategic Cloud Solution areas
• Proven ability to lead by example and inspire a team to higher levels of performance

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: [email protected].

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, 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 annual combined range for this position is 132500-302600USD . 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:

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Requisition ID: 455831 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Management | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid