LAC Head of Global Cloud Operations Technical Project Leads

Company Description

At SAP, you'll belong to a global community of builders-architects, engineers, analysts and defenders-who share openly, learn continuously, and celebrate impact. You'll have modern tools, communities of practice, and clear growth paths. You'll grow people and capabilities, connect global hubs, and help define how IT accelerates SAP's strategy.

Job Description

You'll design and govern services, translate needs into policies and playbooks, and lead adoption with training and communications. You'll lead a team to deliver portfolio outcomes, balance capacity, and mature operating practices.

Role is located in Mexico City, Monterrey, Sao Leopoldo or Sao Paolo. Requires offices attendance 3 days a week.

Summary: The charter of SAP Global Cloud Operations Latin America is to ensure seamless adoption of RISE with SAP S/4HANA Cloud, Private Edition solution from the system provisioning to the migration and cloud operational delivery. The GCO Technical Project Lead Head at Latin America will ensure impressive process and organizational setup to serve LAC, consisting of technical involvement management functions from internal and external resources. This unit shall ensure innovative and standardized approaches towards technical system delivery and migration of contracted responsibilities towards the customers. The role will focus on making sure the unit performs well. It will involve close collaboration with the region. The goal is to enhance the performance of the global GCO team. This will create consistency and scalability and improve collaboration and support in LAC.

The Role: The role will play a key function in LAC, ensuring proficient collaboration with the region, including GCO and non-GCO stakeholders. The GCO Technical Project Lead Head in Latin America will ensure that customers are smoothly onboarded into RISE and successfully migrated. This involves supporting the relevant market unit stakeholders and keeping good communication with other GCO units. Key expectations include:

1. Coordinate the relevant teams to ensure the successful execution of projects, programs, and ongoing GCO activities to ensure adherence to RISE contracts.
2. Develop and implement delivery strategies, processes, and best practices to improve efficiency, quality, and customer experience.
3. Act as the primary point of contact for escalations, ensuring quick resolution and customer satisfaction during the Onboarding, Migrations, and Upgrade phases.
4. Assume business ownership for delivery outcomes, aligning delivery activities with client expectations and strategic goals in alignment with the scope of RISE and GCO vision.
5. Manage reporting and provide regular updates on delivery metrics, risks, and opportunities to senior management.
6. Accountable for revenue recognition objectives, leading the team towards commercial and financial targets while ensuring delivery excellence.
7. Drive continuous improvement initiatives within his/her function.
8. Foster a high-performance culture, building and developing a skilled and motivated team.
9. Ensure compliance with company policies, quality standards, and relevant industry regulations.
10. Oversee customer satisfaction initiatives and ensure a high level of client collaboration and loyalty.
11. Represent the GCO team in regional meetings on demand.
12. Support collaboration models with key interfaces; with GCO teams of delivery, GCE, and Presales/Sales.
13. Support the enhancement of the operating model to ensure performance, integration and agility in delivery approaches.
14. Follow the global customer efficiency strategy. Use digital platforms and channels to communicate with customers. Focus on increasing automation. This will improve productivity and profitability.
15. Demonstrate value creation for customers and for GCO.
16. You will handle escalations during the different phases of the lifecycle. Your goal is to find the best solutions to ensure maximum customer satisfaction. You will also ensure that decision-making and feedback align with GCO.

What you bring

1. Outstanding verbal and written communication skills
2. 10+ years of experience in technical domains and/or technical managed services
3. 10+ years of BASIS experience
4. 10+ years of project management experience
5. Knowledge of technical migrations (SAP system migrations, cloud transitions)
6. Knowledge of PC3 organization, strategy, E2E processes is a plus
7. Demonstrated knowledge of GCO teams, setup, and points of contact is a plus
8. Experience working with regional and global organizational setups
9. Comprehension of Cloud Architecture and Private Cloud solution/scope vs. on-premise
10. Deep awareness of Application and Technical Managed Services
11. Proficient in Database Administration
12. Solid management skills with proven accountability for team performance and revenue recognition targets
13. Proficient business acumen and knowledge of commercial and financial processes is a plus
14. Successful experience leading international, multicultural teams is a MUST
15. Proficient customer collaboration skills — proven ability to influence and engage senior executives from diverse cultures, with a customer-centric mindset
16. Proven experience managing and resolving complex escalations, including global-level escalations in a leading role
17. Flexibility to work across different time zones as required
18. Availability to work from the office as required
19. Deep knowledge of GCO strategy and processes, including the system provisioning process is a plus
20. Comfortable handling difficult and high-pressure situations is a MUST
21. Solid experience working across multiple functions including Commercial, Legal, Finance, Sales, Marketing, and Delivery in a multicultural setup is a plus

Equal Employment Opportunity (EEO) Statement

Our company does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Qualifications

consulting mindset, stakeholder savvy, and change enablement. We value service design, governance, and the ability to make processes work for people. You own your craft, drive quality, and continuously improve services end-to-end.

Additional Information

About SAP
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