Manager of IT Services and Technology Operations
vor 3 Wochen
Join a Leading Technology Innovator
At SAP, we empower you to excel. Our organizational culture emphasizes teamwork and a shared commitment to enhancing global operations. We dedicate ourselves daily to establishing a foundation for the future while fostering a workplace that values diversity, promotes flexibility, and aligns with our mission-driven and forward-thinking objectives. We provide a highly collaborative and supportive team environment that prioritizes continuous learning and development, recognizes individual contributions, and offers a variety of benefits tailored to your needs.
Your Role and Responsibilities
As the Manager of IT Services and Technology Operations, you will lead a talented group of release managers, security specialists, platform leaders, and our support team, ensuring 24/7 operational excellence. Your primary focus will be to guarantee that our platform remains available, stable, efficient, secure, and of the highest quality. You will work closely with your team to cultivate trust and maintain a respectful and collaborative environment among team members, partners, and stakeholders.
Specifically, you will:
- Guide, mentor, and develop a high-performing team of release managers, system administrators, platform leaders, and support personnel, fostering a culture of excellence and quality in managing SAP's service management IT solutions utilizing both SAP and third-party technologies (primarily ServiceNow).
- Oversee and enhance the entire platform lifecycle, from functionality deployment to ongoing optimization, including platform upgrades and new version releases.
- Ensure the platform's security, reliability, and performance through continuous monitoring and proactive maintenance.
- Collaborate with cross-functional teams, including engineering and product management, to deliver robust and scalable platform solutions.
- Lead and manage the incident and change management processes for the platform, including 24/7 support.
- Manage vendor relationships and ensure compliance with service level agreements (SLAs). Develop and oversee product metrics, KPIs, and performance targets to assess our incident management outsourcing and challenge our partners to improve.
- Foster a collaborative environment with ServiceNow and manage the operational aspects of a large-scale SaaS platform.
- Act as a key representative for the platform, both internally and externally, providing product updates and representing the company at industry events. Serve as a primary contact for various co-development product advisory councils.
Qualifications and Skills
- Academic degree (Bachelor's or Master's) in Information Technology, Software Engineering, or related fields.
- 5+ years of professional experience in system operations.
- Demonstrated experience in managing and leading ServiceNow platforms and teams.
- Strong understanding of the ServiceNow platform and its products as essential components of customer support and cloud operations. Familiarity with Coveo, SAP4Me, and BTP Cloud integration is advantageous.
- Excellent project management skills with the ability to manage multiple projects concurrently.
- Strong analytical and problem-solving abilities with a strategic mindset.
- Exceptional interpersonal and communication skills are essential. Proficiency in English (both oral and written) is required; advanced German language skills are a plus.
- Ability to promote a team-oriented, collaborative environment and inspire motivation among team members.
About Your Team
Our team is dedicated to harmonizing and optimizing SAP's support and cloud operations processes, along with aspects of security operations, on a user-centric and innovative platform. We focus on delivering a simple, stable, effective, and desirable customer service management experience for both internal SAP employees and external customers. Central to this mission is the third-party SaaS platform ServiceNow and its applications, including IT Service Management (ITSM), IT Operations Management (ITOM), and Security Operations Management (SecOps).
Our Commitment to Inclusion
SAP's culture of inclusion, emphasis on health and well-being, and flexible working models ensure that everyone, regardless of background, feels valued and can perform at their best. We believe that our strength lies in the unique capabilities and qualities that each individual brings to our organization, and we invest in our employees to inspire confidence and help everyone realize their full potential. We are committed to unleashing all talent and creating a more equitable world.
SAP is proud to be an equal opportunity employer, and we are dedicated to the principles of Equal Employment Opportunity. We provide accessibility accommodations to applicants with physical and/or mental disabilities.
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