DevOps Customer Operations Manager

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October 4 2024

Industries IT: Software

Categories Programming, Development,

Montreal, QC • Full time

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 started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That's why we engineer solutions to fuel innovation, foster equality, and spread opportunity for our employees and customers across borders and cultures.

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

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can 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.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com.

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP's commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 139000 - 236200(CAD) CAD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount, and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: www.SAPNorthAmericaBenefits.com

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