IT Technology Services Manager (412895)

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 choosefrom.

What youll d

The 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 follow the sun 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.

You as a people manager for our Applications team members in India will work towards building a cohesive motivated team with a strong culture of collaboration. You will ensure business continuity by effective management of the teams 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 the quality of cloud operations reduce outages and improve efficiency and collaboration.

You will be responsible for aligning 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 of 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. Proven work experience in technical roles in SAP Enterprise Cloud Services
• Experience in ITIL and IT Service Management processes such as Incident/crisis 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 also includes Beta projects on new S/4HANA releases.
• Experience in creating decision proposals and high-level business cases. Creating strategies to optimize complex operations processes with well-defined innovations and automations.
• Strategic initiatives as CoE expert team setup globally and defining workflows and processes to ensure strong collaboration with regular Application experts.
• Experience in onboarding and left shift of workload to L1 / L2 teams with a clear strategy and transition planning.
• 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.
• Previous ECS experience in technical or CFU engagements to handle a complex customer landscape.
• Very good English language skills

About the team

• Within the Product Engineering board area the mission of the Enterprise Cloud Services (ECS) Delivery organization is to run and operate SAPs private cloud offering. Isolated private cloud landscapes are built for customers both in SAP-owned data centers 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. Services are delivered from all regions (EMEA/MEE/AMER/APJ) having a strong international focus and cultural diversity.

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 SAPyou can bring out your best.

We win with inclusion

SAPs 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:
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: 412895 Work Area: Information Technology Expected Travel: 0 - 10% Career Status: Management Employment Type: Regular Full Time Additional Locations: #LI-Hybrid.