SAP NS2 Support Engineering Manager

Position Summary

Must be a US Citizen; this position requires access to customer data. All interns must have Manager’s approval to transfer.

The Support Engineering Manager for Multi-tenant Cloud Secure Support will provide operational leadership and direction to a high performing team of support engineers based in the US. The Support Engineering Manager will partner with peer managers, the Support Engineering Triage Manager, and the SMEs to deliver operational excellence and provide thought leadership for strategic initiatives in the product family. This role supports multi-Tenant SAAS solutions primarily Commerce Cloud;
Concur and Digital Manufacturing Cloud. Knowledge is a plus.

• Attract, develop and retain talent through effective coaching for engagement, performance management, and career planning and development.
• Accountable and responsible for all tasks and activities of the team, ensuring effective, efficient, and high-quality delivery of end-to-end support services to customers.
• Drive the execution of the multi-tenant portfolio strategy in close collaboration with peers, Support Readiness Lead, and the Product Area Leads.
• Drive a customer‑first mindset and ensure adherence to processes through quality assurance analysis of the cases solved by the team.
• Engage with customers to turnaround the support experience by being available for ad‑hoc calls.
• Partner with the SMEs to drive a culture of knowledge sharing and collaboration through continuous improvement in the proficiency of the team on knowledge capture, reuse and sharing.
• Proactively reach out to customers & partners where possible, to promote the best practices of engaging with support.

• Monitor SLAs for all support channels and all customer‑facing services provided ensuring readily available support for customers.
• Monitor and drive high levels of customer satisfaction obtained through regular customer surveys.
• Manage critical customer escalations and manage stakeholders to ensure timely resolution.
• Plan and manage team resources ensuring adequate staffing across all customer‑facing channels and services.
• Support the leadership team with strategy topics: planning, communication and definition of KPIs.
• Manage team performance ensuring delivery excellence across all channels and services.
• Drive an innovation mindset and focus on continuous improvement and quality assurance.
• Ensure compliance for ISO 9001 and ISO 27001 and success on internal and external audits.
• Drive a strong people agenda: high levels of employee engagement, NPS and clear focus on talent development and coaching.
• Team communications: run monthly team meetings, monthly 1:1 meetings, SAP Talks.
• Liaise with internal teams such as Operations, CSM’s, Security, as well as SAP Product and Development Support.

• Technical expertise (implementation or support) required in one or more multi‑tenant SAAS solutions including Commerce Cloud (Digital Manufacturing and Concur experience a plus).
• Experience with Splunk, HTTP trace, SAP Cloud Connector, HANA Cloud, Event Mesh.
• Working knowledge of HTML, working knowledge/hands‑on experience on SSO and SAML concepts, TCP/IP and SFTP protocols.
• Awareness of cloud system architecture and SaaS environment.
• Good understanding of SQL and its troubleshooting.
• Results‑oriented – ensuring timely design & execution of deliverables.
• Self‑initiative & strong accountability for business results to customers.
• Strong stakeholder management skills & ability to build trusted partnerships.
• Strong customer focus when delivering experiences.
• Excellent relationship building skills in a virtual environment.
• Strong empathy, integrity, active listening & humility with team and colleagues.
• Demonstrate strong self‑confidence and accountability for end‑to‑end results.
• Strong attention to detail while being able to think big picture.
• Able to challenge the status quo & view change as an opportunity.
• High level of self‑organization to drive topics forward within an agile team context.
• Excellent communication & interpersonal skills.
• Receptive to feedback & continuously improves through personal development.
• Critical thinking & ability to pre‑empt…