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.

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#SAPMonterreyLabsCareers

Role requires candidate to be located in MONTERREY, MEXICO

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. 

As part of Enterprise Cloud Services (ECS), ECS Delivery (formerly HANA Enterprise Cloud Delivery) is responsible for running customer landscapes around the globe in a 24x7 operations model. We manage a wide variety of business-critical SAP systems and applications in a global delivery model. We are responsible for building and operating customer systems for ECS. 

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 Monterrey, Mexico 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 Monterrey, Mexico 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 

Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now

​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: 412106  | Work Area: Information Technology  | Expected Travel: 0 - 10%  | Career Status: Management  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.