Manager, Technical Services Manager - Global Cloud Operations

Job Description

We help the world run better
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

Please, submit your resume in English. Only resume's in English will be considered.

This position requires working in a hybrid model, attending 3x a week in SAP office in São Paulo.

What we offer

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. 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. Apply now!

The Role
For one of our customer delivery engagement teams in the LAC region, we are looking for a Senior Manager who will manage SAP Global Cloud Operations, Enterprise Cloud Services customers and the teams of Regional TSM Managers and TSM (Technical Service Manager) for LAC region.

Each Customer account is additionally assigned a Technical Service Manager who is responsible for executing core technical deliverables in System landscape. This is an enabling function to help customers accelerate their cloud transformation journey delivering Business Value and Outcomes in the form and pace that customer wants out of their SAP landscape.

You as senior manager contribute to SAP's global strategy by supporting our customers with their SAP S/4 HANA adoption on their path to the Intelligent Enterprise as part of the SAP GCO team.

What you’ll do

As a people manager, you are primarily responsible for the management and advancement of a team with technical background. Key expectation and tasks of your role are:

• In this role of Senior Manager, you will be accountable for delivery of technical manager services to the Customers, with high quality of customer engagement and satisfaction.

• You will be equally responsible for managing, developing, and further growing the teams of employees at all levels of experience, operating in a dynamic and fast-growing business environment. Strong strategic thinking and flexible approach to supporting business & teams is crucial, along with active collaboration and relationship with stakeholders in the various Market units.

• Your scope will be only Brazil and as a senior leader, you will also drive improvement and transformation initiatives internally at Global Cloud Operations and SAP, Leadership team in the LAC region.

• Communication with customers and SAP-internal stakeholders both at working and at C-level
• Strong engagement management, relationship building and de-escalation skills
• Planning, controlling, and monitoring an organizational unit
• Facilitating and leading initiatives/programs which includes effective interaction with senior management.
• Solid know-how on various SAP Technologies; SAP products and Hyperscalers
• Pro-active, problem solving, "can-do" attitude and “customer first” mindset
• Capacity planning and management / Full people management life cycle
• Experience in managing cross-cultural teams or individuals
• Excellent written, verbal communication and presentation skills to effectively communicate and escalate issues
• Execution of Appraisal sessions, conflict management, motivation of an own team
• Proven decision-making framework applied within own area of responsibility
• Ability to work under pressure and constantly add value to customer and within organization
• Capability to continuously acquire new knowledge and latest technologies in an independent, proactive way
• Liase with respective role owners and process owners on role evolution and process improvements
• This is a customer facing role, a traveling of about 15% is expected.

Required skills

• Bachelor’s degree or higher in one of the following areas: Computer Science, Engineering, Information management with Project Management certification

• Strong customer service focus and C level communication, and experience in the cloud business

• Solid know-how on various SAP Technologies. SAP products and Hyperscalers.
• Experience in managing cross-cultural teams
• Successful track record of leading strategic projects and international teams
• Strong knowledge and hands on experience in SAP Basis/HANA is a mandatory
• Excellent technical project management experience in major activities like OS/DB migrations, upgrades, Datacentre migration etc
• Ability to work under pressure and constantly add value to customer and within organization
• Excellent verbal and written language skills in English
• For SAP-internal: completion leadership preparation programs like i-Aspire or Prepare to Lead is a plus

ABOUT THE TEAM

Technical Service Manager (TSM) is a critical role from SAP ECS Delivery organization, who acts as a trusted advisor in the safeguarding and optimization of customer ‘s investments into SAP GCO.

#SAPECSCareers

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 world.

SAP is committed to the values of Equal Employment Opportunity and provides 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.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

Successful candidates might be required to undergo a background verification with an external vendor.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 446058 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Management | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid