Cloud Operations Leadership Position in SAP Customer Experience

2 days ago


Montreal, Quebec, Canada Domtar Full time
About the Role

The DevOps Customer Operations Manager plays a critical role in supporting secure, reliable cloud solutions for our customers. Reporting directly to the VP of Commerce Cloud DevOps, this individual will oversee the support, maintenance, and operation of customer landscapes in the cloud.

Key Responsibilities
  • Translate cloud management and operations strategies into clear tactical action plans and milestones.
  • Lead a technical team to maintain service level agreements (SLAs) of 99.95% and above.
  • Implement policies, conduct training, and define and measure key performance indicators (KPIs) in line with SAP and industry best practices.
  • Develop strategies for managed services and automation of cloud solutions.
  • Manage operational budgets and optimize costs.
  • Collaborate with senior leadership to align with the company's data strategy and operational goals.
  • Provide technical leadership to ensure top-tier cloud management infrastructure and services.
  • Maintain high-quality service by monitoring KPIs and staying updated with industry trends.
  • Optimize the Commerce Cloud Operations ecosystem to enhance performance, resiliency, and innovation.
  • Address problems swiftly to mitigate and resolve the impact to customers, occasionally engaging with customers on escalations.
  • Foster a culture of continuous improvement and adaptability during transformational phases.
  • Attract, develop, and retain a high-performing operations team.
Requirements

To be successful in this role, you will require:

  • Bachelor's degree in Computer Science or equivalent experience.
  • 10 years of technical experience, with at least 6 years in a managerial role.
  • 8 years of experience in cloud operations and management.
  • Strong business acumen.
  • Fluent in English, both spoken and written.
  • Analytical mindset with a strong grasp of strategic and technical details.
  • Proactive and customer-focused approach.
  • Excellent communication and collaborative skills.
About Us

SAP is a global leader in enterprise application software, helping organizations of all sizes and industries run better. Our innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively.

What We Offer

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. Our estimated salary range for this position is $139,000 - $236,200 CAD, plus additional benefits such as health insurance, retirement plan, and paid time off.



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