Service Desk/Global Network Operations Center Manager (f/m/d) - Walldorf or Budapest Job

Requisition ID: 232951
Work Area: Information Technology
Location: Walldorf
Expected Travel: 0 - 20%
Career Status: Management
Employment Type: Regular Full Time

COMPANY DESCRIPTION
SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.
SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.
 

About the team 
SAP Global Cloud Services (GCS) is responsible for SAP’s infrastructure backend & technical foundation, including state-of-the-art data centers and associated technical platforms. These serve as foundation for all of SAP’s Cloud solutions, as well as SAP’s internal development, training, or demo landscapes.
GCS is looking for a Manager (f/m/d) to lead, support and transform our Cloud Control Center (C3) Operations Desk. C3 is the singular correlation hub of alert monitoring, user communication and support and case governance for GCS and the SAP Cloud.

The Role
Are you empathetic and passionate about developing successful processes to deliver top-notch customer service?
We are on a mission to drive a positive SAP Cloud experience, supporting our cloud lines of business, in their mission to deliver unparalleled product service and experience. Thus we are looking for a leader who is willing to drive change and help our internal customers, and SAP colleagues, achieve great things.
Equally, you will be developing and executing strategic decisions and be held accountable to company aligned goals based on measurable service success metrics. You will work with the Leadership Team to meet and exceed expectations and goals across all active markets.
Your tasks include:
•    Manage a team of support focused service desk engineers and specialists, and evaluate performance against established expectations
•    Oversee related managed services that support the organization and ensure goals, expectations and practices are developed and met. 
•    Manage the processing of incoming monitoring alerts,  and service inquiries to ensure courteous, timely and effective resolution of end user incidents and requests
•    Overseeing service performance analysis, reporting, KPI, and SLA compliance.
•    Set high customer service standards and hold engineers and related managed service providers accountable to those standards
•    Lead service and support improvement by involving yourself in situations that fall below these standards, and continuous coaching
•    Contribute to escalated problem resolution by giving in-person, hands-on support and leadership to colleagues when necessary
•    Establish measurable team goals, drive results and optimize the team’s performance
•    Establish best practices throughout the entire service support process, ensuring we recruit, hire and train the best service support engineers and that our managed service providers do the same.  
•    Drive analytics to deliver the desired service experience (e.g. service health, predictive analytics, usage, etc.)
•    Develop a roadmap of tools or enhancement to optimize the customer experience

Role Requirements
•    Strong background in IT systems, operating systems, security, networking, storage, managed services and/or cloud services
•    English language fluency required, both written and verbal – German skills beneficial
•    Ideal candidate will be compassionate, data-driven, goal oriented, organized and strategic minded.
•    Exceptional analytical and problem-solving skills with demonstrated ability in managing multiple priorities and meeting deadlines
•    Strong motivational and leadership skills with a proven track record of hiring, building and motivating great teams!
•    Ability to work well across functions, and lead through persuasion, negotiation, and consensus building
•    Proven experience working with C-level executives regularly. Excellent client relationship, team leadership and delivery skills with the demonstrated ability to communicate effectively throughout all levels of an organization.
•    Self-starter who works well under pressure, has great judgment, and knows how to prioritize and handle multiple deliverables to meet tight deadlines
•    Prefer Bachelor's Degree or greater

Work Experience
10+ years of related IT work experience, preferably in a Managed Service Provider (MSP) or Cloud Service Provider industry.
 

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.

SAP'S DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.
SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you 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).
Successful candidates might be required to undergo a background verification with an external vendor.

ADDITIONAL LOCATIONS: Walldorf/St.Leon-Rot (Germany) or Budapest (Hungary)