SAP Cloud Operations Senior Consultant / ITSM Process Senior/Expert Incident Management Process Job in St. Leon-Rot, Germany

Requisition ID: 131404

Work Area: Software-Design and Development

Location: St. Leon-Rot

Expected Travel: 0 - 20%

Career Status: Professional

Employment Type: Regular Full Time


SAP’s vision is to help the world run better and improve people’s lives.

As the cloud company powered by SAP HANA®, SAP is a market leader in enterprise application software, helping companies of all sizes and industries run better. SAP empowers people and organizations to work together more efficiently and use business insight more effectively. SAP applications and services enable our customers to operate profitably, adapt continuously, and grow sustainably.

At SAP, we believe in the power of collaboration and empower our employees to perform at their best in an environment that encourages free and open expression of ideas. You’ll work alongside creative thinkers who share your interests, while turning big ideas into reality for our customers. With innovative job training, mentors to help you grow, and the flexibility to balance your work and personal life, you’ll be able to get more out of your career. It’s no wonder that some of the sharpest minds from around the world are working for a company that is consistently recognized as a global top employer.

Now it’s your turn to take the next step and help make the world Run Simple.


The SAP Managed Cloud Delivery (MCD) is the operations organization of the SAP HANA Enterprise Cloud (HEC) which offers and provides real-time cloud platform, infrastructure and managed services focusing on fast time-to-value at reduced cost and risk. Our MCD Cross Delivery & COO team is part of the Cross Delivery Unit, which is a sub-unit of the Managed Cloud Delivery operating HANA Enterprise Cloud Services (HEC) for external customers with strong individual requirements in a highly dynamic working environment. In our team you will be part of an expert group located in Germany. The team is supporting and consulting technical projects with your deep expertise and put your ideas into action with maximum impact. We aim for enabling MCD to run better in all processes end to end. These services cover dimensions of classical process improvements as well as improvements of efficiency and effectiveness for roles and organizations.

The MCD Cross Delivery & COO team has the following responsibilities:

  • Business Process Mgmt.

  • Demand Management (Tools)

  • Automation Strategy

  • Budget planning & controlling

  • Strategic projects

  • Knowledge Management

  • Problem Management

  • Delivery Monitoring & Reporting

  • Security & Compliance


  • You are driving and supporting process optimization projects as project lead

  • Coordination of multiple stakeholders

  • Establish excellent client stakeholder relationships

  • Manage projects from blueprint to delivery of next release

  • You are a main contact for topics around ITSM Processes with focus on Incident Management Process

  • Process design, definition, improvement identification and implementation

  • Support Ops teams & Audits

  • Develop and assure quality improvements of process models by defining quantification metrics

  • Ability and willingness to travel on a global basis


  • Bachelor's degree in Business Administration, Engineering or Computer or Natural Science required from an accredited university, MBA or advanced degree in related discipline preferred.

  • Very high proficiency in project management, customer communications and senior level presentations is required

Required skills

  • Experienced in Project Management

  • Advanced communication skills

  • Excellent analytical skills and focus on quality

  • Languages required: English advanced / fluent, German fluent

  • Strong ability to design process related structures

  • Demonstrating profound knowledge of defining standards and specifying enabling operations tools

  • Advanced knowledge in ITIL / ITSM processes

  • Experienced in areas relevant for SAP operations such as SAP NetWeaver ABAP, JAVA, SAP Business Objects technology/platform, HANA and Sybase ASE

Preferred skills

  • Expertise with cloud provider, hosting provider or managed services providers is highly valued

  • Experience in HANA or Suite on HANA applications will be of advantage

  • Expertise of working in multi-national teams


  • SAP product experience and/or min. 6 years prior relevant solutions

  • Professional experience with large, multi-national software/IT organizations

  • Fluent in German and English is a MUST, any other language is an asset


To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical, sensory 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 to complete your application, please contact us at . Requests for reasonable accommodation will be considered on a case-by-case basis.

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