DevOpscustomer Operations Manager

**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.

**Company Description**:
SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies, and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.

**About SAP Customer Experience**:
SAP Industries & Customer Experience (&CX) helps businesses on every continent sell more goods, services, and digital content through every touch point, channel, and device. Join a team that promotes an empowered culture, allowing all employees the ability to contribute and make a difference. At SAP I&CX you will find a challenging work environment with smart, dynamic colleagues and abundant opportunities to demonstrate your abilities and learn new skills. We value people that do what it takes to deliver superior results to our customers. We embrace innovative technology and new ideas.

**About the Team**:
Our vision: “SAP I&CX Cloud Operations & Trust is a compelling reason for customers to consistently choose us”. Our goal is to be a key differentiator, enhancing customer loyalty and driving revenue by reinforcing their trust and satisfaction with every interaction. Our mission is to operate, optimize and maintain a highly reliable and secure SAP Commerce Cloud product globally.

**About the Role**:
As the DevOps Customer Operations Manager, you will report directly to the VP of Commerce Cloud DevOps. Your role is crucial in supporting secure, reliable cloud solutions for our customers. You will oversee the support, maintenance, and operation of customer landscapes in the cloud. Collaborating with other leaders, you will translate strategic plans into actionable, tactical plans with clear priorities.

**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.

**Skills and Qualifications**:
**General**:

- 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.

**Minimum Requirements**:

- 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.

**Desired Qualifications**:

- Master’s degree in Business Administration.
- Proficiency in working with Hyperscalers and database technologies.
- Knowledge of Continuous Integration/Continuous Delivery (CI/CD), DevOps, and Site Reliability Engineering (SRE).
- Experience managing teams of 20+ people.

**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 b