IT Technology Services Expert

**We help the world run better**

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. 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.

**Summary**

The Operations Center, part of the reliability services team, is a foundational component of SAP’s Cloud Service Management strategy.

As a IT Technology Services Expert, you will be at the center of SAP’s Cloud Service Management operational processes, enabling solutions that empower to provide exceptional support services to meet the CSM goals of increased availability, overrall reliability, and consistent service levels that can be delivered upon.

If you are an experienced IT Technology Services Expert with a passion for delivering harmonized IT processes and driving simplification in the operations, a career at SAP in our team may be right for you

**What you'll do**

Transition & Transformation Management: Lead and manage the outsourced supplier consolidation efforts from Cloud Service Management adhering to SAP’s Procurement & Partner Management Processes. Realize the target operating model through successful managed services onboarding and transformation.

Operations Management: Ensure the governance is established and monitored regularly on the agreed Scope of Services for first level support of Cloud Infrastructure and Applications (like, SuccessFactors, S4/HANA, Customer Experience..), key LoB specific requirements are met by providing the stable and reliable services through SLA’s, Knowledge Management, Escalation Management & Customer Service Excellence.

Tooling & Automation Enablement: You will also assist in the development of incident handling processes, standard operating procedures, playbooks and runbooks. Through developing workflow automation, you will lower response times.Additionally, you will deploy Artificial Intelligence (LLMs) that support our ChatBots to answer to our internal stakeholders to improve customer experience.

**What you bring**

Master Degree in Systems Engineering, Computer Science, Technical Engineering,
Work Experience of minimum of 15+ years work experience
- Cloud Operations
- Escalation handling
- Soft skills ability and has demonstrated this in escalation handling
- IT / Customer Support Experience
- ITIL Practicitoner preferred
- Understanding of client specific business processes
- Excellent Customer Focus
- Vendor Management (Bidding, Selection, Onboarding, Transition & Transformation and handover to Operations)
- Strong computing skills oriented towards a particular product or group of products
- Monitoring Tools (Nagios, Dynatrace, ELK, Spectrum, CA Performance Center, vROPS, Pingdom, etc)
- Ticketing Tools (ServiceNow)
- Security Information Management Tools (SIEM)
- S/4HANA Cloud, public edition or HCM or Commerce Cloud
- Experience in working with cross-cultural teams or individuals
- Demonstrated Technical Training and Writing skills
- General IT knowledge on Hyperscalers (Azure, AWS, etc)

**Knowledge**

Has broad knowledge of content/products in market/industry/functional area and is able to adapt new changes/practices in the following areas:

- Advanced understanding of Cyber Security
- Knowledge of Project management principles
- ITIL methodology
- Ability to manage Customer Escalations
- Knowledge of workflow automation
- IT Tools, Methods & Processes
- Vendor Management
- Network & Security best practices
- Reporting & Analytics Capabilities
- Process mining & automation
- Large Language Models
- Anomaly Detection
- Knowledge on SAP Cloud Service Offerings

**Skills/Capabilities**
- Customer Focus
- Business Acumen
- Innovative Thinking
- Self-Development
- Communication
- Influencer

**Nature and scope of position**

This position usually works independently with mínimal supervision. There is no signing authority and the Head of Operations Center verifies expenses and all invoices. The position reports directly to the Head of Operations Center.

ITT4PF

**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 and more equitable world.

**EOE AA M/F/Vet/Disability**:
Qualified appli