SAP Program Manager

About the role

In this role, you will serve as the primary point of contact for NS2 Cloud Customers within Federal Accounts, including both DoD and Federal Civilian (Fed-CIV) agencies, focusing on S/4HANA RISE Private Cloud Edition (PCE). You will be responsible for strategic and operational delivery leadership, driving end-to-end customer engagement from contract signature onwards - covering onboarding, service delivery execution, release and maintenance planning, governance and architecture oversight, and renewal strategy. This role requires a comprehensive understanding of DoD and Federal RAMP (FedRAMP, IL2–IL6) regulations and compliance frameworks, ensuring cloud delivery models meet applicable federal cybersecurity and regulatory mandates. This position requires access to customer data. Must be a U.S. citizen. Fully remote position.

Responsibilities

• Engagement & Relationship Management
  • Serve as the senior-level customer engagement lead and trusted advisor for Federal, DoD, and Fed-CIV clients.
  • Conduct regular executive and quarterly business reviews with customer leadership to evaluate service quality and business outcomes.
  • Deliver and interpret balanced scorecards and performance KPIs to ensure overall customer satisfaction and drive continuous improvement.
  • Translate Federal mission goals into aligned SAP NS2 cloud strategies and roadmaps, helping customers maximize the value and security of their SAP investments.
• Delivery & Operations Management
  • Lead complex onboarding/transition projects in DoD and Fed-CIV regulated environments with an emphasis on compliance, security, and operational excellence.
  • Serve as the single point of contact for service and support requirements across NS2 Cloud Services.
  • Manage multi-domain service delivery according to defined scope, budget, and milestones, ensuring alignment with FedRAMP and DoD Impact Level (IL) standards.
  • Oversee incident management and escalation processes, collaborating with internal Mission Control Center (MCC) and Operations Control Center (OCC) teams.
  • Develop and enforce quality and compliance plans to maintain adherence to Federal security and operational standards.
  • Lead customer release and maintenance planning, including IT calendar management and version control to maintain regulated compliance posture.
• Account & Business Management
  • Build senior executive relationships across customer stakeholder organizations, including procurement, program management, and security compliance teams.
  • Identify and develop upsell and service expansion opportunities across SAP NS2 cloud offerings, in collaboration with Sales and Solution teams.
  • Support renewals, contract extensions, and commercial change requests ensuring alignment with compliance and delivery goals.
  • Drive Cloud Application Services operating profit reviews and ensure service-level adherence and SLA management.