Posted: Monday, March 20, 2017 9:08 AM
Work Area: Information Technology
Expected Travel: 0 : 20
Career Status: Management
Employment Type: Regular Full Time
As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device : SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.
Operations Service Executive
This position is responsible for managing and leading the Cloud Operations Services group, a globally located team of mid and senior level account managers. This person accomplishes objectives by managing staff; planning and evaluating the activities of the group.
-Works with the Senior Director of Cloud Service Delivery by recruiting, selecting, and training staff within the group; maintaining a safe, secure, and legal work environment; developing personal growth opportunities.
-Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.
-Establishes strategic goals by gathering pertinent business, service, and operations information; identifying and evaluating trends and options; choosing a course of action; defining objectives; evaluating outcomes.
-Maintains quality service by enforcing quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending system improvements.
As the leader of the Operations Services team, this role is customer:facing and focused on customer escalations within the Operations team. This group of customers can include our Large / Enterprise+ / Partners customers/ Federal/ Validated SaaS/EC and Payroll customers. Additionally The role is intended to not only offer a single point of issue tracking within the Operations team, but to also improve resolution time, communications and mitigate similar issues in the future for these customers.
Responsibilities of the manager and staff members may include, but are not limited to :
-Work with the SF Operations Executive and Management teams to get an understanding of current escalated customers. Participate with Executive Management on customer calls to report on customer status
-Work with the escalated customers to understand any ongoing issues like system stability and performance, connector or extract jobs stability, reporting issues etc.
-Keep track of the issues experienced by customers, schedule recurring meetings with the customers, follow up on issue resolution and proactive communication with the customers on troubleshooting efforts and resolution
-Proactively track maintenance activity scheduled within the data centers and understand the impact to escalated customers and communicate this impact to customers while providing any necessary guidance to the SF Operations team
-Work with the SF Operations team across the application, database, network and architecture layers to understand root cause of issues and resolution
-Work with the SF Operations team to document any processes, best practices and publish them or socialize these amongst the relevant teams.
-Work with the Cloud Factory support team to improve processes around system monitoring, alert responses and communication around issues
-Work with the Professional Services team to provide input from operations and answer any questions around customer environments and Operations process and procedures
-Work with the Customer Success team on any escalations that require attenti
• Location: Atlanta
• Post ID: 57894638 atlanta