Practice Manager SAP Cloud Managed Services

About the Role

JTSi (Johnson Technology Systems, Inc.) is a federal government consulting firm providing technical services to the Federal Government, including DoD, Client and various Civilian Agencies. We are proud to have earned the reputation of honesty, integrity and the ability to build long-term professional relationships with our employees and clients.

JTSi is seeking a Program Manager – SAP Cloud Managed Services who is accountable for the leadership, governance, and operational performance of complex SAP managed services delivered in cloud and hybrid environments. This role is responsible for ensuring service stability, customer satisfaction, operational discipline, and consistent achievement of contractual service levels across enterprise SAP landscapes. The position requires deep expertise in SAP platforms and cloud technologies, along with the leadership capability to direct diverse cross-functional teams, manage third-party vendors, and operate effectively in high-pressure environments with stringent SLAs and critical deadlines.

Location: Remote
Citizenship: US Citizen

Key Responsibilities

• Lead end-to-end delivery operations for SAP Cloud Managed Services across customer accounts, including service governance, operational reviews, delivery assurance, escalation management, and continuous improvement.
• Own service delivery performance against SLAs, KPIs, contractual commitments, and customer expectations, with clear accountability for service quality, availability, response, and resolution metrics.
• Oversee SAP operational services spanning SAP S/4HANA, HANA, SAP Basis, application support, monitoring, incident management, problem management, change management, release coordination, and service transition activities.
• Provide executive leadership for diverse delivery teams across technical operations, cloud infrastructure, SAP administration, service management, and support functions.
• Act as the senior point of contact for critical incidents, major escalations, service recovery, and executive stakeholder communication during service disruptions.
• Build and maintain strong relationships with customers and internal leadership to support seamless delivery execution and issue resolution.
• Drive ITIL-aligned operational rigor across incident, problem, change, service request, and governance processes to improve stability and predictability of service outcomes.
• Lead capacity planning, resource forecasting, utilization management, and operational reporting to ensure scalable and efficient service delivery.
• Support automation, standardization, observability, and transformation initiatives that improve productivity, reduce service risk, and strengthen managed services delivery maturity.
• Ensure compliance with internal controls, security requirements, audit expectations, and applicable regulatory obligations relevant to managed SAP cloud environments.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline; advanced degree preferred.
• Minimum 15 years of overall SAP and enterprise technology experience, including substantial leadership responsibility in managed services, AMS, or cloud delivery operations.
• Proven experience leading large-scale SAP managed services, SAP cloud operations, enterprise application support, or related service delivery organizations.
• Thorough grounding in SAP technologies, including SAP architecture, SAP Basis, SAP HANA, SAP S/4HANA, integrated enterprise landscapes, and operational support models.
• Strong knowledge of cloud platforms and delivery models, including at least one major hyperscaler such as AWS, Microsoft Azure, or Google Cloud, as well as hybrid cloud operations.
• Demonstrated expertise in IT service management disciplines, including incident, problem, change, release, and SLA management within enterprise support environments.
• Experience managing diverse technical teams.
• Strong vendor and partner management experience across complex delivery ecosystems.
• Proven ability to perform under tight deadlines, manage competing priorities, and deliver consistently in high-availability environments with stringent SLAs.
• Excellent executive communication, stakeholder management, negotiation, and decision-making skills.

Preferred Qualifications

• Experience with SAP RISE, SAP migration programs, SAP transformation initiatives, or cloud modernization efforts.
• SAP, ITIL, cloud platform, or project/program management certifications preferred.
• Experience in multi-client or regulated enterprise environments.
• Commercial awareness related to managed services contracts, scope governance, service profitability, and renewal support.

Leadership Competencies

• Executive presence and sound judgment.
• Operational excellence with strong governance discipline.
• Deep SAP and cloud delivery credibility.
• Customer-centric leadership and relationship management.
• Ability to lead diverse teams through ambiguity, urgency, and change.
• Strong escalation management and problem-solving capability.
• Balanced strategic thinking and hands-on execution.

Performance Expectations

Success in this role will be measured through consistent SLA and KPI attainment, service stability, customer satisfaction, operational efficiency, effective escalation management, strong team leadership, and disciplined execution across managed SAP cloud services environments.