**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's strategic suppliers and technology teams.
Also, you'll coordinate cross-functionally across the globe with operations, and partner management teams to realize the intended outcomes.
**What you'll do**:- You will play a key role in managing multiple supplier's service portfolio from reviewing the demand to defining service requirements, managing contractual change requests, service transition to operations.- You will be a primary point for customer escalated service delivery fulfilment issues for the existing services.- You'll ensure the agreed Supplier SLA's & KPI's are met and report deviations to Service Assurance team along with get well plan & progress.- You will ensure effectiveness of governance within supplier service delivery through data driven insights to make informed decisions.
**What's our expectations**:- Bachelor's degree in engineering or business.- ITIL4 certification is preferred- 5 years of progressive experience in IT Infrastructure operations management along with vendor management skills.- Proficiency working with and influencing across teams and 3rd party suppliers.- Similar experience working with proven negotiating and persuasive skills.- Ability to lead, make decisions, solve problems and working within & with partner teams to deliver outcomes.- 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.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.Requisition ID:312565 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time |