Regional Operations Lead - ATLAS Customer Care Operations

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What you'll do

The SAP Enterprise Cloud Services ATLAS Customer Care team is currently seeking a highly motivated and experienced Regional Operations Lead to oversee and orchestrate our ATLAS Customer care Operations team. In this critical role, you will be responsible for ensuring the effective delivery to our ATLAS Customers. Responsible for managing, End-to-End Operations for ATLAS Customer Care Operations team. Make decision, provide guidance and support delivery teams for your region. Regular Alignment with SAP Leadership team, Global ATLAS Customer care Lead, and business to ensure we deliver excellent service to ATLAS Customers.

Key Responsibilities:

Accountable for End to End Operation for your region which includes the following and not limited too:

• GATING
• Customer Onboarding
• IT Service Management – Incidents for ATLAS Tool chain
• Balance Statement
• Decommissioning
  • Oversee day-to-day operations of the ATLAS Customer care team, including staff management, workload distribution, and performance monitoring.
  • Lead, mentor, and develop a team of ATLAS Customer care team, fostering a culture of continuous improvement, collaboration, and exceptional customer service.
  • Ensure our ATLAS Customers, experience smooth End to End Onboarding Operations. Identify roadblock in ATLAS Customer Onboarding Lifecycle and come up with corrective measures to eradicate roadblocks.
  • Ensure ATLAS GATING process is executed and aligned with all stakeholders
  • Provide coaching and training to ATLAS Customer care employees and partner resources when necessary
  • Ensure ATLAS Customer care employees follow proper processes and procedures
  • Interface with other regional CoE Leads, managers
  • Coordinate continual improvement and other ATLAS Customer Operation’s related initiatives
  • Collaborate with internal stakeholders and external partners to develop and maintain operation level agreements, service level agreements (SLAs) and key performance indicators (KPIs)
  • Work together with the global head to define and manage best practices and procedures
  • Participate in meetings with management to discuss customer and team needs and concerns

Service Delivery & Quality

• Ensure the timely dispatch and assignment of tickets and cases, adhering to established SLAs and KPIs
• Implement and maintain best practices in case management, incident management, and other ITSM processes
• Monitor ATLAS Customer care team performance, identify trends and areas for improvement, and ensure the implementation of corrective actions as needed
• Drive the adoption of IT service management (ITSM) tools and methodologies, ensuring compliance with industry and SAP standards and best practices.

Continuous Improvement & Innovation

• Regularly assess and optimize ATLAS Customer care operations to improve efficiency, effectiveness, and end-user satisfaction.
• Identify and implement new technologies and processes to enhance the ATLAS Customer care Operational  capabilities and offerings.
• Collaborate with cross-functional teams to identify opportunities for improvement and drive initiatives to optimize service delivery.

Communication and Reporting

• Act as the primary point of contact for SAP ECS Leadership team escalations, ensuring timely and effective resolution of critical issues.
• Develop and maintain regular reports on service desk performance, identifying trends, issues, and opportunities for improvement.
• Communicate effectively with all levels of the organization ,including senior management, on ATLAS Customer care operations and initiatives.
• Support the global Lead in ATLAS Customer care team with tactical and operational activities.

What you bring

• A bachelor’s degree in IT, or other relevant field and/ or a minimum of 7 to 10 years (IT) customer support experience, preferably in an SAP support environment
• Knowledge on Customer Onboarding.
• Proven experience in coaching, orchestrating and supporting international multi-cultural teams in high pressure environment
• Experience as an ITIL/ITSM practitioner, atleast 3 years experience in Project Management and Escalation Management.
• Experience in Operational Management – willingness to drive complex topics with all key Stakeholders
• Prior Leadership experience is essential to act as Lead
• Effective communication to senior leadership team
• Ability and willingness to learn fast and adopt to change quickly
• Ability to consume, digest and analyze information from multiple systems of record
• Ability to quick analyze complex situations and find potential solution and  next steps

Meet your Team

The SAP Enterprise Cloud Services ATLAS Customer care team is operated by GCE and provides 24x5 engagement support for our ATLAS  RISE with SAP /4HANA  cloud customers around the world. We aim to deliver a delightful customer experience through our support through tickets. The goal of the team is to ensure that all the ATLAS Customers have a great experience during Onboarding and Operation.

#SAPECSCareers 

We build breakthroughs together

SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together.

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: 393071  | Work Area: Information Technology  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.