.**What we offer****Who we are**:Global Cloud Services (GCS) is responsible for all 4+1 infrastructure and associated technical platforms. Cloud Control Center is managing the service desk, events, incidents, and is working in continual improvement towards prevention and remediation of occurring issues. We at ONE Service Desk (OSD) are part of Cloud Control Center and acting as the customer face of Global Cloud Services (GCS) providing a central, first point of contact for different lines of business (LoBs).**Who you'll work with**:You'll work with ONE Service Desk to optimize and improve operational efficiencies. Also, you'll coordinate cross-functionally across the globe with operations, process, and technology teams to realize the intended outcomes.**What you'll do**:- You will play a key role in managing multiple operational process optimization initiatives with a mission in simplifying the service desk first level fulfilment & Monitoring operations.- You will be a primary point for continual service improvement and knowledge management process for the existing & new services.- You'll also be responsible for process performance metrics and benchmarking. As well as, you will spend part of your time doing analytical work, which includes statistical techniques to support the hypothesis for process re-design or optimization.- You will collaborate with other internal support and technology teams daily and continuously contribute to the creation, documentation, and improvement of knowledge as issues/solutions arise.**What's our expectations**:- Bachelor's degree in engineering or business.- ITIL4 certification or Six Sigma or Lean Certification is preferred- 3 years of progressive experience in IT Infrastructure operations management along with process management skills.- Proficiency working with several data sources or capturing techniques and modelling with Microsoft Excel or any other data analytics software.- Similar experience working with Process Optimization team.- Excellent interpersonal, leadership and communication skills.- Flexible to accommodate time-zones as teams are geographically dispersed globally.- Proficient in English (business level).**We are SAP****Our inclusion promise**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