Hybrid Role Selected candidate will report to offices in Monterrrey. Responsibilities Driving the programs and initiatives to improve the KPI/SLA’s Driving and delivering 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 Able to coordinate and orchestrate the work between the teams. Handling OnCall duty Vendor Management Reporting & Analytics Capabilities Preferred Skills 10+ year work experience in Infrastructure 5+ years’ 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 the large programs and initiatives to achieve the strategic goals. Good to have ITIL Certification PMP Certification Executive reporting experience Able to communicate successfully at different levels of the organization About the Team Current team size of 45 people Global team spread across India, Germany and Mexico Diverse and different level of expertise in the team Combination of Technical and Operational delivery expert Equal Employment Opportunity SAP is committed to the values of Equal Employment Opportunity and provides 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: . Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, etc), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements. Successful candidates might be required to undergo a background verification with an external vendor. #J-18808-Ljbffr