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. 

MEET THE TEAM

The Enterprise Cloud Services (ECS) Delivery Technical Operations teams run the HANA Enterprise Cloud and are responsible for the operation of OS, Databases and Applications as well as to provide 24/7 support for our customers. Within this organization, the Applications Technical Area is responsible to define strategies to maintain the lifecycle of the applications, to ensure readiness of operational processes for our service teams and to provide hands-on support in escalated or complex cases. Most importantly our team members are an essential part of the ECS Outage Response teams, providing 24/7 support from our locations in APJ, EMEA and North America.

As a technical area we are covering those tasks across all service aspects like system build, monitoring & alerting, incident & problem management updates/upgrades, configuration changes etc. and act as a bridge to other teams in ECS like portfolio planning, service engineering, security.

The mission of the Enterprise Cloud Services (ECS) Delivery organization is to run and operate SAP’s private cloud offering. Isolated private cloud landscapes are built for customers both in SAP owned datacenter as well as on IaaS infrastructure provided by hyperscalers like Microsoft Azure, Google Cloud Platform or Amazon Web Services (AWS). ECS delivered services include backups, patching, provisioning and upgrades, restore and disaster recovery, infrastructure monitoring and event detection.

WHAT YOU’LL DO

As a People Manager for our Applications team members in the United States, will work towards building a cohesive, motivated team with a strong culture of collaboration.

• You will ensure business continuity by effective management of the team’s work in daily operations and projects incl. organizing 24x7 operations in shifts and on-call duty plans incl. required approvals.
• You will work with the team to achieve their development plans and provide clear and timely feedback regarding their performance.  
• You will identify & drive initiatives to increase quality of cloud operations, reduce outages, improve efficiency and collaboration.
• You will be responsible to align resource planning demands incl. rotational assignments of people to specific service areas as well as staffing into central projects and initiatives.
• With your broad knowledge on SAP applications, you can also provide technical advice to stakeholders as well as guide your team members.
• You will also directly support customer success by occasionally taking part in the rotational role assignment as the ECS Manager on Duty.

WHAT YOU BRING

Experience (Role Requirements):

• Proven record and ability to motivate, coach, and lead teams with or without formal authority. Experience in attracting and retain talent to grow teams and reduce attrition.
• Previous experience as a people manager and/or completed people management curricula (e.g. Lead SAP Team To Great Results, Prepare to Lead, i-Aspire etc.)
• Cloud Mindset and previous experience in Cloud Operations organizations for private cloud or public cloud offerings.  
• Strong understanding of the processes and working models of SAP Enterprise Cloud Services.
• Experience in ITIL and IT Service Management processes such as Incident Management, Problem Management, Event Management / Monitoring, Change Request Management.
• Solid understanding of SAP application technology used by ECS esp. the S/4HANA and SAP ABAP platform from a Basis technology perspective
• Experience in creating decision proposals and high-level business cases. Creating strategies to optimize complex operations processes with well-defined innovations and automations
• Experience in Project Management, especially agile approaches like SCRUM.
• Communication with customers on service and operations topics, ability to handle escalated customer cases up to senior management level.
• Very good networking and communication skills towards stakeholders inside and outside SAP, e.g. customers, other ECS teams, Tool Development, Product Development, Product Support etc.
• Very good English language skills

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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.

Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 184200 - 313200(USD) USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.

Requisition ID: 412894 | Work Area:Information Technology  | Expected Travel: 0 - 20% | Career Status: Management | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid

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