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hace 2 meses
We are seeking a highly skilled Service Delivery Manager to join our Global Cloud Infrastructure & Delivery team at SAP SE. As a key member of our team, you will be responsible for driving cloud operation excellence and serving as the primary point of contact for Line of Business (LoB) stakeholders regarding cloud operation topics and issues.
Key Responsibilities- Develop and maintain trusted advisor relationships with LoB stakeholders and executive sponsors to drive cloud operation excellence.
- Monitor and report on the performance of cloud operations service delivery, using metrics to drive continuous improvement and enhance overall customer satisfaction.
- Facilitate quarterly operational reviews and monthly relationship reviews with LoB stakeholders to confirm ongoing LoB cloud operation goals and strengthen relationships.
- Gain deep understanding of LoBs' business models, priorities, objectives, and goals to identify potential operational risks and improvement opportunities.
- 5+ years of experience in a client-facing role, ideally customer success, managing relationships with large/global, complex organizations, working with a technical/SaaS product.
- Strong ITSM background with experience across Incident, Problem, Change, Event Management (escalation) management.
- Strong experience in business processes.
- Sophisticated business sense and understanding of underlying drivers/strategy of our customers' business.
- Proven track record of leading conversations in operational topics and persuading others to act based on requirements and value provided by solutions.
- Strong executive presence and presentation skills.
- Handled difficult customers or situations and can demonstrate resolutions.
- The motivation and flexibility to work in an environment where multiple stakeholders of different/conflicting interests can be involved.
- Fluent in English (both written and oral).
- ITIL certification(s) highly preferred.
- Cloud experience with Azure, AWS, or GCP highly preferred.
SAP SE is a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development.
We believe in unleashing all talent and creating a better and more equitable world. Our culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best.
We are an Equal Opportunity Employer and welcome applications from diverse candidates. Successful candidates might be required to undergo a background verification with an external vendor.
