Description:
As the DevOps Customer Operations Manager, you will report directly to the VP of Commerce Cloud DevOps. Your role is crucial in supporting secure, reliable cloud solutions for our customers. You will oversee the support, maintenance, and operation of customer landscapes in the cloud. Collaborating with other leaders, you will translate strategic plans into actionable, tactical plans with clear priorities.
Key Responsibilities
- Translate cloud management and operations strategies into clear tactical action plans and milestones.
- Lead a technical team to maintain service level agreements (SLAs) of 99.95% and above.
- Implement policies, conduct training, and define and measure key performance indicators (KPIs) in line with SAP and industry best practices.
- Develop strategies for managed services and automation of cloud solutions.
- Manage operational budgets and optimize costs.
- Collaborate with senior leadership to align with the company’s data strategy and operational goals.
- Provide technical leadership to ensure top-tier cloud management infrastructure and services.
- Maintain high-quality service by monitoring KPIs and staying updated with industry trends.
- Optimize the Commerce Cloud Operations ecosystem to enhance performance, resiliency, and innovation.
- Address problems swiftly to mitigate and resolve the impact to customers, occasionally engaging with customers on escalations.
- Foster a culture of continuous improvement and adaptability during transformational phases.
- Attract, develop, and retain a high-performing operations team.
Skills and Qualifications
General:
- Fluent in English, both spoken and written.
- Analytical mindset with a strong grasp of strategic and technical details.
- Proactive and customer-focused approach.
- Excellent communication and collaborative skills.