NS2 Director - Infrastructure Cloud Operations Strategy

Director – Infrastructure, SAP Basis & Cloud Operations Strategy 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 and internal leadership teams.

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

• Serve as a senior strategic advisor to stakeholders within SAP NS2 and the 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:
  • Customer expectations
  • Delivery organization capability
  • Infrastructure and 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
  • 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

• 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

The targeted annual combined range for this position is 176,300–374,200 USD. The actual amount offered will be within that range, dependent on key aspects of each case which may include education, skills, experience, scope of the role, location, etc., as determined through the selection process. Any variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance.

SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, etc.), sexual orientation, gender identity or expression, protected veteran status, or disability.