Company Description

At SAP, you'll belong to a global community of builders-architects, engineers, analysts and defenders-who share openly, learn continuously, and celebrate impact. You'll have modern tools, communities of practice, and clear growth paths. You'll grow people and capabilities, connect global hubs, and help define how IT accelerates SAP's strategy.

Job Description

You'll design and govern services, translate needs into policies and playbooks, and lead adoption with training and communications. You'll lead a team to deliver portfolio outcomes, balance capacity, and mature operating practices.

Role is located in Mexico City, Monterrey, Sao Leopoldo or Sao Paolo. Requires offices attendance 3 days a week.

Summary: The charter of SAP Global Cloud Operations Latin America is to ensure seamless adoption of RISE with SAP S/4HANA Cloud, Private Edition solution from the system provisioning to the migration and cloud operational delivery. The GCO Technical Project Lead Head at Latin America will ensure impressive process and organizational setup to serve LAC, consisting of technical involvement management functions from internal and external resources. This unit shall ensure innovative and standardized approaches towards technical system delivery and migration of contracted responsibilities towards the customers. The role will focus on making sure the unit performs well. It will involve close collaboration with the region. The goal is to enhance the performance of the global GCO team. This will create consistency and scalability and improve collaboration and support in LAC.

The Role:

The role will play a key function in LAC, ensuring proficient collaboration with the region, including GCO and non-GCO stakeholders. The GCO Technical Project Lead Head in Latin America will ensure that customers are smoothly onboarded into RISE and successfully migrated. This involves supporting the relevant market unit stakeholders and keeping good communication with other GCO units. Key expectations include:

• Coordinate the relevant teams to ensure the successful execution of projects, programs, and ongoing GCO activities to ensure adherence to RISE contracts.
• Develop and implement delivery strategies, processes, and best practices to improve efficiency, quality, and customer experience.
• Act as the primary point of contact for escalations, ensuring quick resolution and customer satisfaction during the Onboarding, Migrations, and Upgrade phases.
• Assume business ownership for delivery outcomes, aligning delivery activities with client expectations and strategic goals in alignment with the scope of RISE and GCO vision.
• Manage reporting and provide regular updates on delivery metrics, risks, and opportunities to senior management.
• Accountable for revenue recognition objectives, leading the team towards commercial and financial targets while ensuring delivery excellence.
• Drive continuous improvement initiatives within his/her function.
• Foster a high-performance culture, building and developing a skilled and motivated team.
• Ensure compliance with company policies, quality standards, and relevant industry regulations.
• Oversee customer satisfaction initiatives and ensure a high level of client collaboration and loyalty.
• Represent the GCO team in regional meetings on demand.
• Support collaboration models with key interfaces; with GCO teams of delivery, GCE, and Presales/Sales.
• Support the enhancement of the operating model to ensure performance, integration and agility in delivery approaches.
• Follow the global customer efficiency strategy. Use digital platforms and channels to communicate with customers. Focus on increasing automation. This will improve productivity and profitability.
• Demonstrate value creation for customers and for GCO.

You will handle escalations during the different phases of the lifecycle. Your goal is to find the best solutions to ensure maximum customer satisfaction. You will also ensure that decision-making and feedback align with GCO.

What you bring

• Outstanding verbal and written communication skills
• 10+ years of experience in technical domains and/or technical managed services
• 10+ years of BASIS experience
• 10+ years of project management experience
• Knowledge of technical migrations (SAP system migrations, cloud transitions)
• Knowledge of PC3 organization, strategy, E2E processes is a plus
• Demonstrated knowledge of GCO teams, setup, and points of contact is a plus
• Experience working with regional and global organizational setups
• Comprehension of Cloud Architecture and Private Cloud solution/scope vs. on-premise
• Deep awareness of Application and Technical Managed Services
• Proficient in Database Administration
• Solid management skills with proven accountability for team performance and revenue recognition targets
• Proficient business acumen and knowledge of commercial and financial processes is a plus
• Successful experience leading international, multicultural teams is a MUST
• Proficient customer collaboration skills — proven ability to influence and engage senior executives from diverse cultures, with a customer-centric mindset
• Proven experience managing and resolving complex escalations, including global-level escalations in a leading role
• Flexibility to work across different time zones as required
• Availability to work from the office as required
• Deep knowledge of GCO strategy and processes, including the system provisioning process is a plus
• Comfortable handling difficult and high-pressure situations is a MUST
• Solid experience working across multiple functions including Commercial, Legal, Finance, Sales, Marketing, and Delivery in a multicultural setup is a plus
• You must have proficient skills in managing stakeholders. You should also be skilled at presenting and communicating.
• Analytical thinking and decision-making ability; ability to drive change and influence
• Readiness to travel as required
• Spanish and English are mandatory
• Portuguese is a nice to have

Equal Employment Opportunity (EEO) Statement

Our company does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Qualifications

consulting mindset, stakeholder savvy, and change enablement. We value service design, governance, and the ability to make processes work for people. You own your craft, drive quality, and continuously improve services end-to-end.

Additional Information

About SAP With a global network of customers, partners, employees, and thought leaders, SAP helps the world run better and improves people’s lives. As a leader in enterprise applications and business AI, SAP stands at the nexus of business and technology. For over 50 years, organizations have trusted SAP to bring out their best by uniting business-critical operations spanning finance, procurement, HR, supply chain, and customer experience.

We win with inclusion SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone, regardless of background, feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.

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 complete your application, please send an email with your request to the Recruiting Operations Team: recruiting.operations@sap.com.

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

Qualified applicants will receive consideration for employment without regard to age, race, religion, national origin, ethnicity, gender (including pregnancy and childbirth), 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.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.