IT Technology Services Manager

**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.**#SAPECSCareers****#SAPMonterreyLabsCareers****Purpose and Objectives**:Within the Product Engineering (PE) division, the Enterprise Cloud Services (ECS) Delivery Technical Operations team runs the HANA Enterprise Cloud (HEC) and is responsible for OS, DB & SAP Apps (such as S/4 HANA) operations & support for our customers across multiple infrastructures - SAP DCs, AWS, Azure & GCP. We are looking for an IT Technology Services Manager who will be responsible for infrastructure support and services along with running SAP’s backend technology including operations of state-of-the-art datacenters as well as client technology around the globe.Within ECS Delivery, Technical Operations is responsible for End-to-end delivery of services and support for ECS Delivery customers. Scope of the same includes service areas like Event Management, Incident Management, Service Request Fulfillment (Build and RUN), Problem Management, Backup Services, and technical areas such Application, Database and Server Management.For the Delivery Center in Bangalore, India, we are looking for an IT Technology Services Manager with a strong technical background to manage a team of internals as part of our Insourcing program.**Role**:- Manage the team based out of India and ensure business critical results while driving innovation- Build action plans and make operational decisions on policies, tactics, and critical talent to the function's business success, to ensure strategic delivery- Drive and deliver team’s established annual goals and develop frameworks to ensure critical key performance indicators for the team are met.- Track the single budget line- Direct day-to-day decisions for the team- Work with, and mentor direct reports- Handle service escalations- Manage team performance and build a growth path to develop team members- Build strategic partnerships with key decision makers in customer & partner organization- Represent SAP in front of our customers and partners- Encourage and develop team to cooperate and to freely express their opinions- Formulate clear objectives and strategies and work assignments- Be proactive in handling performance issues and social conflicts with timely and constructive team communication- Listen openly and attentively to fully understand ideas and opinions within the team**Role Requirements**:- Ensure Customer Success: Deliver and keep our promise to customers by ensuring delivery on time with the right quality from the team with a CUSTOMER FIRST attitude- Drive Simplicity: Build a culture that fosters continuous improvement process with focus on simplifying process, tools and “how we work”- Develop Amazing Talent: Ensure development of team members to not only do the team tasks with best quality but also to provide opportunities for their growth and development to take up more critical roles in future- Experience in a Senior or Expert position in the operational business- Experience in strategic thinking and conceptual design of complex projects & programs- Solid knowledge of IT and solution- Experience in customer interaction- Experience in decision making within own area of responsibility / project- Expert level verbal and written English communication- Education - Bachelor / Master degree or equivalents in Business Administration, Computer Science, Engineering, or related field- Professional Training & Certification - Training in Acting as a Manager (e.g., leading a team, people development, cascading strategy, internal processes & tools) (recommended)- ITIL Foundation Certification- Experience in leading virtual cross-border teams is an added advantage- Previous managerial experience is an added advantage**WHAT YOU GET FROM US****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.**EOE AA M/F/Vet/Disability**:Qualified applicants will receive consideration for employment without re