Program Delivery Manager for SaaS (139513)

SAP NS2® Program Delivery Manager for SaaS

Location: Herndon, VA, US
Ref-Code: 139513
Work Area: Consulting and Professional Services
Expected Travel: 0 – 10%
Career Status: Professional
Employment Type: Regular Full Time

COMPANY DESCRIPTION

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.

RESPONSIBILITIES & TASKS

  • Manage high profile customer migrations projects from Hosted model to SaaS model
  • Provide governance for ITIL processes by developing internal KPIs and reporting through Jira ticketing system
  • Professionally articulate customer-facing messages for RCAs
  • Provide feedback to senior level management regarding incidents, projects, and KPI metrics
  • Creation of reports to track Incident volume, downtime, RCAs, and change control
  • Track and support Service Delivery with high-profile tasks and light projects
  • Development of internal processes to support the customer implementation delivery model
  • Provide governance for critical escalations from Customer Support
  • Develop and implement customer-based KPI reporting

QUALIFICATIONS & SKILLS

  • Bachelor’s degree in technical or business area, or equivalent experience
  • PMP or 5-10 years of PM experience with program governance
  • Change Management Expertise
  • SaaS Project Management Expertise
  • SuccessFactors customer migration or implementation experience preferred
  • Expert at written and oral communication
  • Expert organizational and planning skills
  • Experience using a CRM – Jira preferred
  • Expert in MS products
  • Experience with Metrics and reporting in a operations environment
  • Demonstrates critical thinking and technical operations understanding
  • Appropriate interpersonal styles and communication methods to work effectively with outside organizations and management
  • Ability to learn functional and technical concepts quickly
  • Understanding of technical issues and business impact
  • Capable of handling multiple incidents and tasks concurrently
  • Business process development
  • Ability to handle multiple projects simultaneously
  • U.S. citizenship is required
  • All internals must have manager’s approval to transfer