Service delivery manager (san pedro garza garcía)

at sap, the general cloud infrastructure & delivery (gcid) organization develops and delivers services for cloud infrastructure and cloud operations to sap lines of business (lob) and our external customers. The service management (sm) team focuses on monitoring, supporting, and improving cloud service levels for lobs, including event management, incident and major incident management, service request management, change management and problem management.

responsibilities

• develop a trusted advisor relationship with line of business (lob) stakeholders and executive sponsors to drive cloud operation excellence.
• serve as the primary point of contact for lobs regarding cloud operation topics and issues.
• monitor and report on the performance of cloud operations service delivery, using metrics to drive continuous improvement and enhance overall customer satisfaction.
• facilitate quarterly operational reviews and monthly relationship reviews with lob stakeholders to confirm ongoing lob cloud operation goals and strengthen relationships.
• gain deep understanding of lobs' business models, priorities, objectives, and goals to identify potential operational risks and improvement opportunities; funnel insights gained to the appropriate gcid service management team units to drive better collaborations and gcid service adoption.

qualifications

• strong experience in business processes.
• 5+ years of experience in a client-facing role ideally customer success, managing relationships with large/global complex organizations, working with a technical/saas product.
• sophisticated business sense and understanding of underlying drivers/strategy of our customers' business.
• proven track record of leading conversations in operational topics and persuading others to act based on requirements and value provided by solutions.
• strong executive presence and presentation skills.
• handled difficult customers or situations and can demonstrate resolutions.
• the motivation and flexibility to work in an environment where multiple stakeholders of different/ conflicting interests can be involved.
• fluent in english (both written and oral).
• itil certification(s) a bonus.
• cloud experience with azure, aws, or gcp a bonus.

eoe aa m/f/vet/disability: 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.