DevOps Customer 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. 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.

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.
• 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.

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.