Technical Operations Manager

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.

Technical Operations Manager – CX

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.

Key Responsibilities & Tasks

The following tasks are performed within the below described level of accountability, complexity, experience and communication.

Purpose and Objectives

We are seeking a passionate individual with customer centricity mindset to join us in a journey of delivering customer success. We are looking always for innovating ways to deliver our support process at the highest standard and act as a customer voice to improve internal processes. Ideal candidate owns customer success and is able to build and sustain relationships with internal stakeholders, customers and partners always striving towards unprecedented solutions. Join our team of highly motivated and talented people with wide background of knowledge and experience.

Key Responsibilities:

1. Onboard customers with their cloud solutions in CX Cloud Operations Unit
2. Assist customers with incidents resolution and escalations
3. Support internal stakeholders to provide technical expertise around customers’ landscape
4. Safeguard surge events for cloud customers
5. Manage internal projects and initiatives for features updates or upgrades
6. Collaborate with other SAP teams to ensure customer satisfaction
7. Ensure compliance in service delivery, operability and supportability
8. Deliver external or internal reports upon required assignment
9. Self-education in cloud technologies and AI

Key Tasks and Skills:

1. Technical Operation, Change & Escalations Management

• Has a good understanding of the technical operation /change resolution process and escalation procedure
• Effectively applies fundamental concepts, practices and procedures of the technical operation/change management area.
• Coordinates standard and custom incident/change
• Works on problems of moderate scope and complexity that require more analysis and inquiry.
• Fairly independent in applying technical operation/change management in position. Occasionally needs some direction in the resolution of problems.
• Is able to identify, communicate and address risks
• Follows standard practices and procedures to analyse data on problems where solutions can be readily obtained with basic skills and knowledge.
• Applies known solutions to de-escalate with limited supervision

1. Relationship Management

• Drives customer satisfaction and takes ownership for customer success
• Builds productive relationship with customers and partners
• Identifies and resolves issues identified within the case with limited supervision depending on issue complexity
• Has a good understanding of customer priorities and requirements
• Presents effective written and verbal communication and interpersonal skills
• Shares information and communicates clearly with team members to improve team effectiveness
• Encourages and accepts feedback
• Can handle effective communication to/with customer independently

1. Intellectual Capital, Knowledge Transfer, Talent Development

• Actively seeks a mentor to continue building skills
• May mentor and develop more junior colleagues
• Is able to identify gaps and contribute to knowledge creation
• Applies fundamental concepts, practices and procedures of the knowledge/skill area and attend required trainings

1. Enterprise Consultancy

• Is able to gather the business requirements with customers as well as internal and external experts and make solid recommendations.
• Posses/ demonstrates knowledge of best practices applicable for given problem
• Good understanding of the customer business requirements.
• Consults on non-standard feature or service request and best practices
• Prepares customer surge events including expansion discussion
• Provides feedback about quality, gaps and requirements to solutions owners
• Conduct standard customer presentations and reviews
• Has good knowledge of at least one of the SAP products

1. Project Management

• Organize and manage project teams to implement cloud services for new customers, or to migrate/upgrade existing customers.
• Ensure projects deliver results on time and that our customers are satisfied with the quality of these services.
• Has a good understanding of project management
• Has solid knowledge of concepts, methodologies, procedures and best practices of the project management
• Delivers medium complexity projects in required standard of customer service quality and within the specified constraints
• Coordinate with support teams to ensure that operational requirements have been met to ensure successful project handoff
• Support with standard and custom features and service requests from customers
• Provide solutions in complex environments in cooperation with Development/ Engineering/ Operations
• Support Customers in planning infrastructure readiness including Kick-off meeting, Cloud Readiness Check and GoLive activities
• Provide regular and thorough project reporting as required.
• Has a good understanding of the customer business process and function
• Is capable of undertaking local internal initiatives and low complexity projects

1. Reporting

• Has a good understanding of reporting tools
• Is able to prepare and deliver standard and ad-hoc documentation, reports to customers and internal stakeholders with limited supervision

Experience & Educational Requirements:

General:

• Fluency in English – verbal and written
• Analytical, detail-oriented personality
• Troubleshooting, resolving complex issues and work under pressure
• Positive, proactive and customer-focused attitude
• Excellent communication and collaboration skills

Required:

• Bachelor’s degree in Computer Science (or an equivalent combination of educational and work experience in a related field)
• 2+
• years of experience working in IT project management (or equivalent)
• 2+ years of experience in customer-facing engagements
• Moderate knowledge of cloud environments and cloud based technologies (Azure, Google Cloud, AWS, etc.)
• Availability to work on call escalation rotation with team on weekend

Preferred:

• Experience in Cloud infrastructure projects
• Fluency in at least one major language other than English
• Experience working in software development environment
• One or more ITIL and/or Project Management certifications
• One or more technology certifications
• Application architecture knowledge (3-Tier, Microservice)
• Ability to travel on-site to visit customers or for internal assignments

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.

SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 77500-166200CAD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount, and any actual payout amount is dependent on company and personal performance. A summary of benefits and eligibility requirements can be found by clicking this link: www.SAPNorthAmericaBenefits.com.

Due to the nature of the role, which involves global interactions with SAP entities, as well as with employees and stakeholders in Canada, functional proficiency in English is required for positions based in the Quebec.

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: 452768 | Work Area: Software-Development Operations | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid

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