Hybrid Cloud Service Manager (SAP Infrastructure & Services)

Job description, responsibilities and duties

Overview
The Hybrid Cloud Service Manager for SAP infrastructure and services is responsible for leading the development of the support solutions, including the support organisation and 3rd Parties. Driving Operational Excellence through standardisation/simplification of systems and enabling continuous improvement across the organization. Focused on the design, deployment of Support solutions and all necessary programs and BAU integration points.

The Hybrid Cloud Service Manager has the following responsibilities:
• Work with internal & external stakeholders in IT, vendors & business to collaboratively develop and drive the strategy & roadmap for the SAP services in scope. Understands service requirements, components and setup to drive continuous service improvements
• Takes ownership of the SAP services’ service level agreements between stakeholders and the customers which details the parameters of the services to be provided. Involved in and manages incident, problem, and change management for service on day-to-day basis as per defined SLAs. Ensures root cause analysis and permanent fix for problems
• Takes ownership and delivers operational level agreements (OLA) with departments internal to the service provider detailing the provision of certain elements of a service
• Drives service team to establish and agree development priorities and development work
• Communicates, influences and works with stakeholders and executives both inside and outside of SHS IT to ensure the broadest understanding and contribution to the hybrid cloud strategy
• Acts as go-to point for data center services and advises various internal, partner and customer
• teams on hybrid cloud services. Coordinates communication among internal and external support staff
• Contribute to regional and global projects, influencing, building and maintaining relationships, collaborations and partnerships with internal and external stakeholders
• Responsible for day-to-day management of tasks and processes related to service & its deployments
• Ensures and participates in ITIL process execution including Asset, incident, change, problem, configuration, release and knowledge management
• Provides operational leadership and expert knowledge to internal customers to assist their IT related challenges. Serves as the point of escalation (notification) for major incidents
• Maintains updated service documentation as per ITSM framework of SHS IT
• Provides senior management and service stakeholders required, weekly, monthly and
• quarterly reports related to service performance, SLAs etc.
• Travels as needed to engage with internal and external stakeholders to oversee day-to-
• day operations as well as to ensure service delivery in alignment with SHS IT strategy.
• Responsible for ensuring service governance related to security, costs, data protection,
• legal, export control & customs requirements.
• Participates in internal service review meetings (within IT & with business) & supplier
• management meetings.

The Data Center Service Manager has below qualifications:
• Bachelor’s degree in engineering, computer science or a related field with 13+ years of
• total work experience
• Experience of large-scale SAP implementations and transformation programmes
• Strong knowledge of all ITIL processes and demonstrable mandatory experience of 7+
• years in IT service delivery in a global organization across continents
• Passionate about technology with demonstrable experience of delivering services that
• meet the business need and are delivered in accordance with agreed business
• requirements, and managing the service lifecycle
• Demonstrable understanding of the unique requirements for enterprise and commercial
• customer use of the data centers.
• Understanding of compute, storage, network, security and datacenter technologies and
• emerging trends in the modern data centers.
• Familiarity with Healthcare standards FDA, HIPPAA, Part 11 etc. and data protection
• laws like GDPR etc.
• Preferred knowledge of financial processes including forecasting, budgeting & accounting skills.
• Self-directed, proactive, work on own initiative with a best practice approach. Pragmatic
• problem solver. Able to articulate technical issues in terms of business risk and
• opportunity. Strong team player prepared to work flexibly across a matrix organization.
• Strong communication and interpersonal skills and a strong professional ethic when
• dealing with customers.
• Able to negotiate and resolve conflicting priorities and to influence senior executives
• Able to assimilate information from multiple sources and to disseminate effectively to
• customers and colleagues.

Basic wage component (gross) and other rewards : starting from 2000EUR brutto /month + VAR*

Required education, skills and personality requirements

Required education
University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)

Language skills

We offer

• Variable and Christmas bonus
• Hybrid type of work – combination of telework and work from office
• Flexible Working Hours
• Bridge days – free extra paid leave 6 days per year
• 3 sick days per year (no doctor’s permit needed)
• In case of sickness 100% salary reimbursement 20 days/ year, this includes max. 10 days/ year for of family care
• Additional pension plan
• 300 EUR for regeneration of work force via cafeteria system
• Wellbeing program – Psychological, Legal and Financial Councelling
• Family care program (subsidy for newborns, maternity leave, kindergardens, summer camps)
• Retention program (work anniversary, life anniversary, employee loans)
• Training and development program (business and product trainings, e-learning, language courses, soft skills trainings,…)
• Adjustable standing desk as a standard
• Participation on world famous IT conferences like Microsoft IGNITE for best employees
• Wide project portfolio in healthcare domain and job rotation within company (Cybersecurity, Artificial ---Intelligence, Healthcare IT services, …)