Director - Infrastructure, SAP Basis & Cloud Operations Strategy

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

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.

Director – Infrastructure, SAP Basis & Cloud Operations Strategy

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 sponsor ships for this role. All internals must have manager’s approval to transfer.

Job Summary

We are seeking a senior Director-level Infrastructure leader with deep expertise in SAP Basis and Cloud Operations, who will shape the strategic direction of service delivery, operational excellence, and customer experience across our customer environments. This role focuses on defining, governing, and evolving the operating model for SAP and cloud services, while acting as a trusted executive advisor to customers/Customer facing unit and internal leadership teams.

The individual will bridge technology, delivery, and customer business outcomes, ensuring infrastructure services are aligned to long term transformation goals.

Executive Customer Strategy & Advisory

• Serve as a senior strategic advisor to stakeholders within SAP NS2 and customer-facing unit
• 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:
  Delivery organization capability, Infrastructure and platform strategy, Drive standardization, scalability, and governance across SAP and cloud operations

Service Transformation & Continuous Improvement

• 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:
  Operational simplification, Eliminate systemic inefficiencies through structural and architectural improvements

Customer Insight & Organizational Influence

• 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

Leadership & Cross-Functional Influence

• 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

Required Skills & Experience

• 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…