Practice Manager SAP Cloud Managed Services

Johnson Technology Systems Inc; Reston (VA); On-site; USD 180,000 - 240,000; Full time

Job summary

JTSi is a federal government consulting firm delivering SAP Cloud Managed Services in cloud and hybrid environments. The Practice Manager directs leadership, governance, and operational performance to ensure service stability, customer satisfaction, and adherence to contractual SLAs.

The role requires deep SAP and cloud expertise, cross‑functional team leadership, and strong vendor management to drive continuous improvement and high‑impact outcomes in a fast-paced, high‑availability setting.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field; advanced degree preferred.
• 15+ years SAP/enterprise tech experience with leadership in managed services or cloud delivery.
• Proven success leading large SAP managed services and cloud operations.
• Strong SAP knowledge (SAP architecture, Basis, HANA, S/4HANA) and hybrid cloud experience.
• Excellent IT service management, vendor and stakeholder management, and executive communication.

Responsibilities

• Lead end-to-end SAP Cloud Managed Services delivery across accounts with governance and escalation handling.
• Ensure service performance against SLAs, KPIs, and customer expectations with accountability.
• Oversee SAP operations including S/4HANA, HANA, Basis, monitoring, incident and change management.
• Provide executive leadership to diverse delivery teams and cross-functional groups.
• Manage third-party vendors and multi-client delivery in high‑pressure environments with tight deadlines.
• Drive ITIL-aligned processes and capacity planning for scalable, reliable service delivery.
• Foster strong customer relationships and effective stakeholder communication at all levels.

Skills

SAP leadership

Cloud delivery operations

IT service management

Executive communication

Vendor management

Stakeholder management

Cross-functional leadership

Education

Bachelor's degree in CS/IT/Engineering

Advanced degree preferred

Tools

SAP Basis

SAP HANA

SAP S/4HANA

AWS/Azure/Google Cloud

ITIL

Job description

\"WE DO WHAT WE SAY \"
JTSi is a federal government consulting firm, providing technical services to the Federal Government, i.e., DoD, Client and various Civilian Agencies. We are proud to have earned the reputation of honesty, integrity and the ability to build long-term professional relationships with our employees and clients. Please visit our website at www.JTSUSA.com to learn more about who we are and what we do.

\"WE DO WHAT WE SAY \"
JTSi is a federal government consulting firm, providing technical services to the Federal Government, i.e., DoD, Client and various Civilian Agencies. We are proud to have earned the reputation of honesty, integrity and the ability to build long-term professional relationships with our employees and clients. Please visit our website at www.JTSUSA.com to learn more about who we are and what we do.
Company Name: - JTSi (Johnson Technology Systems, Inc.)
Title: Practice Manager SAP Cloud Managed Services
Location: Remote
Citizenship: US Citizen
Description Of Project And Tasks
Program Manager SAP Cloud Managed Services - is accountable for the leadership, governance, and operational performance of complex SAP managed services delivered in cloud and hybrid environments. This role is responsible for ensuring service stability, customer satisfaction, operational discipline, and consistent achievement of contractual service levels across enterprise SAP landscapes.
The position requires deep expertise in SAP platforms and cloud technologies, along with the leadership capability to direct diverse cross‑functional teams, manage third‑party vendors, and operate effectively in high‑pressure environments with stringent SLAs and critical deadlines.
Key Responsibilities

• Lead end-to-end delivery operations for SAP Cloud Managed Services across customer accounts, including service governance, operational reviews, delivery assurance, escalation management, and continuous improvement.
• Own service delivery performance against SLAs, KPIs, contractual commitments, and customer expectations, with clear accountability for service quality, availability, response, and resolution metrics.
• Oversee SAP operational services spanning SAP S/4HANA, HANA, SAP Basis, application support, monitoring, incident management, problem management, change management, release coordination, and service transition activities.
• Provide executive leadership for diverse delivery teams across technical operations, cloud infrastructure, SAP administration, service management, and support functions.
• Act as the senior point of contact for critical incidents, major escalations, service recovery, and executive stakeholder communication during service disruptions.
• Build and maintain strong relationships with customers, internal leadership, to support seamless delivery execution and issue resolution.
• Drive ITIL-aligned operational rigor across incident, problem, change, service request, and governance processes to improve stability and predictability of service outcomes.
• Lead capacity planning, resource forecasting, utilization management, and operational reporting to ensure scalable and efficient service delivery.
• Support automation, standardization, observability, and transformation initiatives that improve productivity, reduce service risk, and strengthen managed services delivery maturity.
• Ensure compliance with internal controls, security requirements, audit expectations, and applicable regulatory obligations relevant to managed SAP cloud environments.
  

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline; advanced degree preferred.
• Minimum 15 years of overall SAP and enterprise technology experience, including substantial leadership responsibility in managed services, AMS, or cloud delivery operations.
• Proven experience leading large-scale SAP managed services, SAP cloud operations, enterprise application support, or related service delivery organizations.
• Thorough grounding in SAP technologies, including SAP architecture, SAP Basis, SAP HANA, SAP S/4HANA, integrated enterprise landscapes, and operational support models.
• Strong knowledge of cloud platforms and delivery models, including at least one major hyperscaler such as AWS, Microsoft Azure, or Google Cloud, as well as hybrid cloud operations.
• Demonstrated expertise in IT service management disciplines, including incident, problem, change, release, and SLA management within enterprise support environments.
• Experience managing diverse technical team.
• Strong vendor and partner management experience across complex delivery ecosystems.
• Proven ability to perform under tight deadlines, manage competing priorities, and deliver consistently in high‑availability environments with stringent SLAs.
• Excellent executive communication, stakeholder management, negotiation, and decision‑making skills.
  

Preferred Qualifications

• Experience with SAP RISE, SAP migration programs, SAP transformation initiatives, or cloud modernization efforts.
• SAP, ITIL, cloud platform, or project/program management certifications preferred.
• Experience in multi-client, or regulated enterprise environments.
• Commercial awareness related to managed services contracts, scope governance, service profitability, and renewal support.
  

Leadership Competencies

• Executive presence and sound judgment.
• Operational excellence with strong governance discipline.
• Deep SAP and cloud delivery credibility.
• Customer‑centric leadership and relationship management.
• Ability to lead diverse teams through ambiguity, urgency, and change.
• Strong escalation management and problem‑solving capability.
• Balanced strategic thinking and hands‑on execution.
  

Performance Expectations
Success in this role will be measured through consistent SLA and KPI attainment, service stability, customer satisfaction, operational efficiency, effective escalation management, strong team leadership, and disciplined execution across managed SAP cloud services environments.
We recruit, employ, train, compensate and promote without regard to race, religion, color, citizenship, national origin, age, sex, gender, gender identity/expression, sexual orientation, marital status, disability, genetic information, veteran status or any other characteristic protected by federal, state, or local law.