Regional Operations Lead

Requisition ID: 408320
Work Area: Information Technology
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T3
Hiring Manager: Ashima Raheja
Recruiter Name: Michelle Czechowski
Additional Locations:
**English is required for this role**

**Position Overview**

We are seeking a highly motivated and experienced **Regional Operations Lead** to oversee and manage the operations of our ATLAS Customer Care team for the North America (NA) and Latin America (LA) regions. In this critical role, you will ensure the efficient delivery of services to our ATLAS customers, driving smooth end-to-end operations across customer onboarding, IT service management, balance statement and end to end ATLAS Operations. You will work closely with the SAP leadership team and other key stakeholders to maintain high service standards and continuously improve operations.

**Key Responsibilities**
- Oversee day-to-day operations, managing staff, workload distribution, and performance for the NA & LA regions.
- Ensure smooth customer onboarding processes, identifying and addressing roadblocks.
- Lead and mentor the ATLAS Customer Care team, fostering a culture of collaboration and continuous improvement.
- Execute and align the GATING process with all stakeholders, including Sales and CAA teams.
- Provide training and coaching to internal employees and partner resources.
- Ensure adherence to operational processes and standards.
- Collaborate with internal and external stakeholders to develop and maintain SLAs, KPIs, and operational agreements.
- Monitor and ensure timely dispatch and resolution of incidents in line with established SLAs.
- Drive the adoption of ITSM processes and tools, ensuring compliance with SAP standards.
- Regularly assess and optimize operational efficiency and customer satisfaction.

**Service Delivery & Quality**
- Ensure timely assignment and resolution of cases and incidents in line with SLAs and KPIs.
- Implement best practices for case management and incident handling.
- Track team performance and implement corrective actions to maintain high service quality.
- Identify trends and areas for improvement, driving initiatives for better service delivery.

**Continuous Improvement & Innovation**
- Regularly assess operations for potential improvements in efficiency and service quality.
- Collaborate with cross-functional teams to identify and implement innovative solutions and processes.
- Support the global lead in driving ATLAS customer care initiatives and operations.

**Qualifications**
- Bachelor’s degree in IT or a related field.
- 7-10 years of experience in IT customer support, preferably in an SAP environment.
- Knowledge and experience in customer onboarding are mandatory.
- Proven experience in ITIL/ITSM practices, with at least 3 years of project management and escalation management experience.
- Strong leadership skills with the ability to manage and motivate multicultural teams in high-pressure environments.
- Excellent communication skills, including experience in working with senior management.
- Ability to quickly analyze complex situations and propose effective solutions.
- Adaptability to changing environments and the ability to learn quickly.

**SAP'S DIVERSITY COMMITMENT**

To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy.