Hybrid Role Selected candidate will report to offices in Monterrey. Responsibilities Driving the programs and initiatives to improve KPIs/SLA’s. Driving and delivering the team’s established annual goals and develop frameworks to ensure critical key performance indicators for the team are met. Working towards automating various day‑to‑day operational tasks. Planning, setup, implementation, and operation of SAP technologies achieving ambitious SLA. Process improvement on the daily operational activities. Coordinating and orchestrating work between the teams. Handling OnCall duty. Vendor Management. Reporting & Analytics Capabilities. Preferred Skills 10 years of work experience in Infrastructure. 5 years of experience in service delivery in global teams. Experience in driving improvement initiatives. Understanding and working experience in SLA/KPI’s. Familiar with ITIL concepts of Service Management, Change Management, and Root Cause Analysis. Understanding of hyperscalers concepts. De‑escalation experience on IT incidents and requests. Driving large programs and initiatives to achieve strategic goals. Good to Have ITIL Certification. PMP Certification. Executive reporting experience. Ability to communicate successfully at different organizational levels. About the Team Current team size of 45 people. Global team spread across India, Germany, and Mexico. Diverse and different levels of expertise in the team. Combination of Technical and Operational delivery expertise. Location and Travel Hybrid role; Expected travel: 0-10%. Equal Employment Opportunity Statement Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements. If you are interested in applying for employment with SAP and need accommodations or special assistance, please email Recruiting Operations Team: . Requisition ID: | Work Area: Information Technology | Employment Type: Regular Full Time #J-18808-Ljbffr