Service Delivery Senior Manager

1 month ago


Budapest, Budapest, Hungary SAP Full time

Job Summary: Develop trusted advisor relationships with LoB stakeholders to drive cloud operation excellence, monitoring and reporting on performance, and facilitating quarterly operational reviews.

We help the world run better by empowering individuals to bring out their best. Our company culture is built on collaboration, a shared passion for innovation, and a commitment to creating a workplace that values diversity, flexibility, and purpose-driven work.

At SAP, we enable our employees to thrive in a highly collaborative and caring team environment, with a strong focus on learning and development, recognition, and a variety of benefit options. Our employees are passionate about helping the world run better, and we're committed to creating a workplace that supports their growth and well-being.

Meet the Team:

Global Cloud Infrastructure & Delivery (GCID) develops and delivers services for cloud infrastructure and cloud operations to SAP Lines of Business (LoB) and external customers. We support LoBs and their customers' cloud adoption journey through four hyperscaler public clouds and SAP's Infrastructure-as-a-Service.

Service Management (SM) is a team within GCID, focusing on monitoring, supporting, and improving cloud service levels for LoBs, including monitoring & event management, incident & major incident management, service request management, change management, and problem management.

Key Responsibilities:

  • Develop trusted advisor relationships with LoB stakeholders 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.

Requirements:

  • 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.
  • ITIL certification(s) a bonus.
  • Fluent in English.

SAP innovations help over 400,000 customers worldwide work together more efficiently and use business insight more effectively. We're a cloud company with 200 million users and 100,000 employees worldwide, driven by a purpose to create a better and more equitable world.

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. We believe in unleashing all talent and creating a better and more equitable world.

SAP is an equal opportunity workplace and is committed to the values of Equal Employment Opportunity. We provide accessibility accommodations to applicants with physical and/or mental disabilities.



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