Cloud Operations Manager for Global Partnerships
2 weeks ago
We are seeking a seasoned IT Technology Services Senior Specialist to manage and optimize relationships with our Hyperscaler partners (AWS, Azure, GCP) ensuring high levels of service delivery and performance.
Key Responsibilities- Building and maintaining trusted relationships with Hyperscaler, acting as a primary point of contact between suppliers and internal SAP stakeholders.
- Driving performance reviews and quality meetings with Hyperscaler infrastructure providers to ensure alignment with contractual SLAs and KPIs.
- Managing service-level agreements (SLAs) and key performance indicators (KPIs), identifying areas for improvement, and driving corrective actions when needed.
- Escalation management for service performance issues, ensuring timely resolution and maintaining customer satisfaction.
- Reporting and metrics management, creating scorecards and dashboards to monitor supplier performance and define actionable improvement plans.
- Collaboration with internal teams and stakeholders to align delivery strategies and address any service or infrastructure challenges.
- Educational qualification: Bachelor's degree or higher in Computer Science, Information Technology, Engineering, Business Administration, or a related field.
- 8-12 years of professional experience in IT services, with a focus on cloud operations, infrastructure management, and outsourcing engagements.
- Minimum 3 years in a partner/customer-facing role, managing relationships with Hyperscaler or IT service providers.
- Proven track record in engagement management, de-escalation and partner relationship building.
- Experience in cloud platforms (AWS, Azure, GCP) and cloud infrastructure operations.
- Strong understanding of IT service management (ITSM), including SLAs, KPIs and performance management.
- Excellent communication, presentation and moderation skills.
- Ability to manage and influence stakeholders at all levels of the organization.
- Strong analytical and problem-solving skills to address service delivery challenges.
- Project management certification (e.g., PMP, Agile) is a plus.
- Experience working in a global, virtual team environment.
SAP Enterprise Cloud Services (ECS) provides world-class support for business-critical SAP systems and applications in a global 24/7 operations model. ECS Delivery oversees Hyperscaler Capacity Planning and Supplier Management, focusing on key areas such as partner management and performance reviews with Hyperscaler Infrastructure providers.
Compensation and BenefitsWe offer a highly competitive salary range of $120,000 - $180,000 per annum, depending on experience, plus a comprehensive benefits package including health insurance, retirement plan, and paid time off.
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