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Service Delivery Manager

hace 2 meses

San Pedro Garza García, México SAP A tiempo completo

 We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.


Meet your team: 

Global Cloud Infrastructure & Delivery (GCID) develops and delivers services for cloud infrastructure and cloud operations to SAP Lines of Business (LoB) and through them, our external customers. We support LoBs and their customers' cloud adoption journey through four hyperscaler public clouds and SAP's Infrastructure-as-a-Service.

 

Service Management (SM) is a team within GCID organization. The team focuses on monitoring, supporting, and improving cloud service levels for LoBs including monitoring & event management, incident & major incident management, service request management, change management and problem management.

 

What you'll do : 

  • Develop a trusted advisor relationship with Line of Business (LoB) stakeholders and executive sponsors to drive cloud operation excellence.
  • Serve as the primary point of contact for LoBs regarding cloud operation topics and issues.
  • 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; funnel insights gained to the appropriate GCID Service Management team units to drive better collaborations and GCID Service adoption.

 

What you bring: 

  • 5+ years of experiences 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 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

 

​Bring out your best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become 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. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

We win with inclusion

SAP’s 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. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com
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. Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 401277  | Work Area: Software-Design and Development  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.