We help the world run better At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We need your unique talents to help shape what’s next. Hybride Role Selected candidate will work from the offices in Monterrey. Responsibilities Drive programs and initiatives to improve KPI/SLA performance. Support and deliver the team’s annual goals and develop frameworks to ensure key performance indicators are met. Automate day‑to‑day operational tasks. Plan, set up, implement, and operate SAP technologies to achieve ambitious SLA targets. Improve day‑to‑day operational activities. Coordinate and orchestrate work between teams. Provide reporting and analytics capabilities. Qualifications 10+ years of experience in infrastructure. 5+ years of service delivery experience in global teams. Experience driving improvement initiatives. Understanding of SLA/KPI design and execution. Familiarity with ITIL concepts of service management, change management, and root cause analysis. Knowledge of hyperscalers concepts. Experience de‑escalating IT incidents and requests. Drive large programs and initiatives to achieve strategic goals. Preferred Skills ITIL certification. PMP certification. Executive reporting experience. Strong communication across all levels of the organization. About the Team Current team size of 45 people. Team is spread across India, Germany and Mexico. Diverse expertise levels, combining technical and operational delivery. 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. Qualified applicants will be considered without regard to 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 may be required to undergo background verification with an external vendor. #J-18808-Ljbffr