SAP NS2 Director - Infrastructure, SAP Basis & Cloud Operations Strategy

SAP•Herndon, VA

4d•$176,300 - $374,200•Hybrid

About The Position

SAP National Security Services Inc.® (SAP NS2®) is seeking a senior Director-level Infrastructure leader with deep expertise in SAP Basis and Cloud Operations. This role will shape the strategic direction of service delivery, operational excellence, and customer experience across customer environments. The position focuses on defining, governing, and evolving the operating model for SAP and cloud services, acting as a trusted executive advisor to customers and internal leadership. The individual will bridge technology, delivery, and customer business outcomes, ensuring infrastructure services align with long-term transformation goals. This position requires access to customer data and 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.

Requirements

15+ years of experience in enterprise infrastructure, SAP Basis, or cloud operations leadership.
Strong expertise in SAP ecosystems and enterprise-grade cloud platforms (AWS / Azure / GCP).
Proven experience in customer-facing executive roles (CIO-level engagement preferred).
Strong background in service strategy, IT governance, or infrastructure architecture.
Deep understanding of enterprise operating models and IT service management frameworks.
Exceptional ability to connect technology strategy with business outcomes.
Strong influence, communication, and stakeholder management skills at executive level.
Must be able to travel up to 40% of the time.
Must be a U.S. citizen.

Responsibilities

Serve as a senior strategic advisor to stakeholders within SAP NS2 and customer-facing units.
Lead executive governance discussions on service health, transformation, and roadmap alignment.
Build and sustain long-term strategic partnerships with key customers.
Define and evolve the end-to-end service delivery and operations model.
Establish frameworks for service quality, reliability, and experience measurement.
Ensure alignment between customer expectations, delivery organization capability, and infrastructure/platform strategy.
Drive standardization, scalability, and governance across SAP and cloud operations.
Own the service transformation agenda across accounts.
Define and track strategic service KPIs and experience metrics.
Drive enterprise-wide continuous improvement and maturity initiatives.
Lead initiatives in automation strategy, operational simplification, and standardized service delivery models.
Eliminate systemic inefficiencies through structural and architectural improvements.
Act as the voice of the customer at the executive and leadership level.
Capture and synthesize customer sentiment into strategic operational direction.
Influence internal leadership, delivery, and engineering teams on priority setting and investment decisions.
Ensure customer experience insights directly shape service roadmap and engineering focus.
Provide thought leadership across infrastructure, SAP, and cloud operations domains.
Mentor senior delivery and technical leaders on service strategy and customer engagement.
Partner with delivery leadership, engineering/architecture teams, account executives, and customer success teams.
Drive alignment across global delivery organizations.