IT Technology Services Manager (f/m/d) Head of Product Foundation and Platform

at  SAP

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. How? 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. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

As Head of Product Foundation and Platform (f/m/d) you will be responsible and accountable to lead a unit of highly skilled individuals of release managers, security experts, platform leads, and our POST team for 24/7 support. This team should make sure that our platform for over 40.000 users is availability, stable, performant, secure, and of high quality. You actively work with your team to build up trust and maintain a respectful and collaborative atmosphere within your team, with partners and with our stakeholders.

Concretly, you will:

• Lead, mentor, and develop a high-performance team of release managers, system administrators, platform leads, and support agents fostering a culture of high performance amd quality running SAP’s service management IT solution landscape leveraging SAP and 3rd party technology (primarily ServiceNow).
• Oversee and continuously imprvove the entire platform lifecycle, from deployment of functionality to ongoing optimization including platform upgrades to new releases or version.
• Ensure the platform’s security, reliability, and performance through continuous monitoring and proactive maintenance.
• Collaborate with cross-functional teams, including engineering, product management, to deliver robust and scalable platform.
• Lead and run the (major) incident management and change management process for the platform including 24/7 support (POST team).
• Manage vendor relationships and ensure alignment with service level agreements (SLAs). Develop and manage product metrics, KPIs, and performance targets to measure our outsourcing for the (Major) Incident management and supervise and challenge our partners to get better.
• Build a collaborative environment with ServiceNow and oversee and manage the platform operations aspects of a super large SaaS platform.
• Act as a key spokesperson for the platform, both internally and externally, presenting product updates and representing the company at industry events. Also act as key contact for various co-development product advisory councils.