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Information Technology

Technical Operation Manager - SAP CX

What we offer

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. 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. Apply now!

 

 

 

Purpose and Objectives

We are seeking a passionate individual with customer centricity mindset to join us in a journey of delivering customer success. We are looking always for innovating ways to deliver our support process at the highest standard and act as a customer voice to improve internal processes. Ideal candidate owns customer success and build and sustain relationships with internal stakeholders, customers and partners always striving towards unprecedented solutions. Join our team of highly motivated and talented people with wide background of knowledge and experience.

  

Key Tasks and Responsibilities:

Technical Operation, Incident, Change & Escalations Management 

  • Has a good understanding of the incident/change resolution process and escalation procedures
  • Coordinates standard and custom incident/change
  • Identify, communicate and address risks
  • Follows standard practices and procedures to analyze data on problems where solutions can be readily obtained with basic skills and knowledge.
  • Applies known solutions to de-escalate with limited supervision

 

 Relationship Management

  • Drives customer satisfaction and takes ownership for customer success
  • Builds productive relationship with customers and partners
  • Has a good understanding of customer priorities and requirements
  • Can handle effective communication to/with customer independently

 

 Intellectual Capital, Knowledge Transfer, Talent Development 

  • Actively seeks a mentor to continue building skills
  • Identify gaps and contribute to knowledge creation
  • Applies fundamental concepts, practices and procedures of the knowledge/skill area and attend   required trainings

 

 Enterprise Consultancy

  • Gather the business requirements with customers as well as internal and external experts and make solid recommendations.
  • Possess/ demonstrates knowledge of best practices applicable for given problem
  • Good understanding of the customer business requirements.
  • Provides feedback about quality, gaps and requirements to solutions owners
  • Conduct standard customer presentations and reviews

 

 Project Management

  • Has solid knowledge of concepts, methodologies, procedures and best practices of the project management
  • Delivers medium complexity projects in required standard of customer service quality and within the specified constraints
  • Provide solutions in complex environments in cooperation with Development/Engineering/Operations 
  • Provide regular and thorough project reporting as required.
  • Has a good understanding of the customer business process and function
  • Undertake local internal initiatives and low complexity projects

 

Reporting

  • Has a good understanding of reporting tools
  • Prepare and deliver standard and ad-hoc documentation, reports to customers and internal stakeholders with limited supervision

 

Experience & Educational Requirements:

General:

  • Fluency in English – verbal and written
  • Analytical, detail-oriented personality
  • Troubleshooting expert in resolving complex issues and work under pressure
  • Positive, proactive and customer-focused attitude
  • Excellent communication and collaboration skills

Required:

  • Bachelor’s degree in Computer Science (or an equivalent combination of educational and work experience in a related field)
  • 4 years of experience working in IT project management (or equivalent)
  • 3 years of experience in customer-facing engagements
  • 2 years of experience in Cloud infrastructure projects
  • Good knowledge of cloud environments and cloud based technologies (Azure, Google Cloud, AWS, etc.)
  • Availability to work on call escalation rotation with team on weekend

Preferred:

  • Fluency in at least one major language other than English
  • Experience working in software development environment
  • One or more ITIL and/or Project Management certifications
  • One or more technology certifications
  • Ability to travel on-site to visit customers or for internal assignments

 

#LaSEescape070721

 

 

We are SAP

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.

 

Our inclusion promise

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: Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com.

 

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:294586 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time  | Additional Locations: 

Technical Operation Manager - SAP CX

Facility:  294586
Posted Date:  Sep 25, 2021
Work Area:  Information Technology
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%
Location: 

Gliwice, PL, 44-100


Job Segment: Information Technology, IT Manager, SAP, Engineer, ERP, Technology, Engineering