Regional Operations Lead - Enterprise Cloud

Sap; Porto Alegre; Presencial; BRL 120.000 - 160.000; Tempo integral

Resumo da oferta

A leading software company is seeking a Regional Operations Lead in Porto Alegre, Brazil, to oversee the ATLAS Customer Care Operations team. This role involves managing daily operations, ensuring effective delivery for customers, and leading a multi-cultural team. Candidates should have a bachelor's degree in IT or a relevant field, alongside years of experience in IT customer support, project management, and the ability to communicate effectively with senior leadership. This position is essential for delivering a delightful customer experience.

Qualificações

• Minimum of 7 to 10 years of customer-facing experience, preferably in an SAP support environment.
• Experience in orchestrating international multi-cultural teams in high-pressure environments.
• Effective communication skills to the senior leadership team.

Responsabilidades

• Oversee day-to-day operations of the ATLAS Customer care team.
• Ensure delivery of excellent service to ATLAS customers.
• Collaborate with global leads to define best practices and procedures.

Conhecimentos

Customer Onboarding

Leadership

ITIL/ITSM knowledge

Communication Skills

Project Management

Formação académica

Bachelor's degree in IT or relevant field

Descrição da oferta de emprego

We help the world run better

What you'll do

The SAP Enterprise Cloud Services ATLAS Customer Care team is currently seeking a highly motivated and experienced Regional Operations Lead to oversee and orchestrate our ATLAS Customer care Operations team.

In this critical role, you will be responsible for ensuring the effective delivery to our ATLAS Customers.

Responsible for managing, End-to-End Operations for ATLAS Customer Care Operations team.

Make decision, provide guidance and assist delivery teams for your region.

Regular Alignment with SAP Leadership team, Global ATLAS Customer care Lead, and business to ensure we deliver excellent service to ATLAS Customers.

Key Responsibilities

Responsible for End to End Operation for your region which includes the following and not limited to

• GATING
• Customer Onboarding
• IT Service Management - Incidents for ATLAS Tool chain
• Balance Statement

Decommissioning

• Oversee day-to-day operations of the ATLAS Customer care team, including staff management, workload distribution, and performance monitoring.
• Lead, mentor, and develop a team of ATLAS Customer care team, fostering a culture of continuous improvement, collaboration, and exceptional customer service.
• Ensure our ATLAS Customers, experience smooth End to End Onboarding Operations.

Identify roadblock in ATLAS Customer Onboarding Lifecycle and come up with corrective measures to eradicate roadblocks.

• Ensure ATLAS GATING process is executed and aligned with all stakeholders
• Provide coaching and training to ATLAS Customer care employees and partner resources when necessary
• Ensure ATLAS Customer care employees follow proper processes and procedures
• Interface with other regional CoE Leads, managers
• Coordinate continual improvement and other ATLAS Customer Operation's related initiatives
• Collaborate with internal stakeholders and external partners to develop and maintain operation level agreements, service level agreements (SLAs) and key performance indicators (KPIs)
• Work together with the global head to define and manage best practices and procedures
• Participate in meetings with management to discuss customer and team needs and concerns

Service Delivery & Quality

• Ensure the timely dispatch and assignment of tickets and cases, adhering to established SLAs and KPIs
• Implement and maintain best practices in case management, incident management, and other ITSM processes
• Monitor ATLAS Customer care team performance, identify trends and areas for improvement, and ensure the implementation of corrective actions as needed
• Drive the adoption of IT service management (ITSM) tools and methodologies, ensuring compliance with industry and SAP standards and best practices.

Continuous Improvement & Innovation

• Regularly assess and optimize ATLAS Customer care operations to improve efficiency, effectiveness, and end-user satisfaction.
• Identify and implement new technologies and processes to enhance the ATLAS Customer care Operational capabilities and offerings.
• Collaborate with cross-functional teams to identify opportunities for improvement and drive initiatives to optimize service delivery.

Communication and Reporting

• Act as the primary point of contact for SAP ECS Leadership team escalations, ensuring timely and effective resolution of critical issues.
• Develop and maintain regular reports on service desk performance, identifying trends, issues, and opportunities for improvement.
• Correspond effectively with all levels of the organization, including senior management, on ATLAS Customer care operations and initiatives.
• Assist the global Lead in ATLAS Customer care team with tactical and operational activities.

What you bring

• A bachelor's degree in IT, or other relevant field and / or a minimum of 7 to 10 years (IT) customer facing experience, preferably in an SAP support environment
• Knowledge on Customer Onboarding.
• Proven experience in coaching, orchestrating and supporting international multi-cultural teams in high pressure environment
• Experience as an ITIL / ITSM practitioner, atleast 3 years experience in Project Management and Escalation Management.
• Experience in Operational Management - willingness to drive complex topics with all key Stakeholders
• Prior Leadership experience is essential to act as Lead
• Effective communication to senior leadership team
• Ability and willingness to learn fast and follow to change quickly
• Ability to consume, digest and assess information from multiple systems of record
• Ability to quick assess complex situations and find potential solution and next steps

Meet your Team

The SAP Enterprise Cloud Services ATLAS Customer care team is operated by GCE and provides 24x5 engagement support for our ATLAS RISE with SAP / 4HANA cloud customers around the world.

We aim to deliver a delightful customer experience through our support through tickets.

The goal of the team is to ensure that all the ATLAS Customers have a great ex