Customer Service Desk Operations Lead Job In Hybris In Bengaluru / Bangalore, India

We help the world run betterOur company culture is focused on helping our employees enable innovation by building breakthroughs together How We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose fromApply now! WHAT YOU'LL DOThe SAP Enterprise Cloud Services Customer Support Desk is currently seeking a highly motivated and experienced Service Desk Operations Lead to oversee and orchestrate our service desk operations In this critical role, you will be responsible for ensuring the efficient and effective delivery of inbound channel services, while driving continuous improvement initiatives to meet our clients' evolving needs.

You will organize and coordinate shifts, monitor queues to ensure OLA and SLA adherence, coach associates and provide guidance and support to our customers around their engagement and technical managed services, via inbound phone and tickets in the Service Provider Cockpit, Casey and ServiceNOW You will organize the shifts, coach and support the associates, provide flexible capacity to manage our inbound channels, and align and coordinate with teams in our line-of-business in particular and SAP in general

• Service Desk Operations
  • Oversee day-to-day operations of the CSD, including staff management, workload distribution, and performance monitoring
  • Lead, mentor, and develop a team of service desk agents and shift leads, fostering a culture of continuous improvement, collaboration, and exceptional customer service
  • Ensure knowledge is documented and secured and documentation is of high quality
  • Manage VIP list process, exceptional inbound channel handling and coordinate exceptions and escalations with regions and CSD Leads
  • Ensure proper communication between the CSD and other ECS, PC3 and SAP stakeholders
  • Provide coaching and training to CSD employees and partner resources when necessary
  • Ensure CSD employees follow proper processes and procedures
  • Interface with regional CoE Leads, managers and heads
  • Coordinate continual improvement and other CSD related initiatives
  • Collaborate with internal stakeholders and external partners to develop and maintain operation level agreements, service level agreements (SLAs) and key performance indicators (KPIs)
  • Work together with the global head to define and manage best practices and procedures
  • Create performance, service level and organizational level reports for management
  • Participate in meetings with management to discuss customer and team needs and concerns
• Service Delivery & Quality
  • Ensure the timely dispatch and assignment of tickets and cases, adhering to established SLAs and KPIs
  • Implement and maintain best practices in case management, incident management, and other ITSM processes
  • Monitor CSD performance, identify trends and areas for improvement, and ensure the implementation of corrective actions as needed
  • Drive the adoption of IT service management (ITSM) tools and methodologies, ensuring compliance with industry and SAP standards and best practices
• Continuous Improvement & Innovation
  • Regularly assess and optimize service desk operations to improve efficiency, effectiveness, and end-user satisfaction
  • Identify and implement new technologies and processes to enhance the service desk's capabilities and offerings.
    
    
  • Collaborate with cross-functional teams to identify opportunities for improvement and drive initiatives to optimize service delivery
• Communication and Reporting
  • Act as the primary point of contact for service desk escalations, ensuring timely and effective resolution of critical issues
  • Develop and maintain regular reports on service desk performance, identifying trends, issues, and opportunities for improvement
  • Communicate effectively with all levels of the organization, including senior management, on service desk operations and initiatives
• Support the global head with tactical and operational activities

WHAT YOU BRING

• A bachelor's degree in IT, or other relevant field and/ or a minimum of 7 years (IT) customer support experience, preferably in an SAP support environment
• Proven experience in coaching, orchestrating and supporting international multi-cultural teams in high pressure inbound support environments
• Experience as an ITIL/ITSM practitioner
• Exceptional verbal and written communication skills in English
• Ability to clearly and accurately communicate processes and procedures verbally and in writing
• Ability to produce management information reports from ITSM and call center systems such as ServiceNOW, using SAP Business Objects and SAP Analytics Cloud
• Experience in working accurately and confidently with general and specific service desk tools and technology, such as ServiceNOW, remote access, knowledge articles, Wikis and the MS Office Suite
• Ability and willingness to learn fast and adopt to change quickly
• Ability to consume, digest and analyze information from multiple systems of record
• Ability to quick analyze complex situations and find potential solutions/ next steps
• Foundational knowledge of and an interest in cloud technologies (e.
  
  g hyperscalers, BTP/SCP, Ariba) and SAP S/4HANA is preferred

MEET YOUR TEAMThe SAP Enterprise Cloud Services Customer Support Desk, operated by the Private Cloud Customer Center, provides 24x7 engagement support for our RISE with SAP S/4HANA Cloud customers around the world We aim to deliver a delightful customer experience through our inbound phone, mail, chat and ticket channels The goal of the team is to make sure each customer who comes to us with a query, regardless of the channel they use, receives prompt correct support and access to the right channels at the right time #SAPECSCareers We build breakthroughs togetherSAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively.

Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves At SAP, we build breakthroughs, together We win with inclusionSAP'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 and more equitable world SAP is proud to be an equal opportunity workplace and is an affirmative action employer We are committed to the values of Equal Employment Opportunity and provide 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 to complete your application, please send an e-mail with your request to Recruiting Operations Team: [HIDDEN TEXT] For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the .

Specific conditions may apply for roles in Vocational Training EOE AA M/F/Vet/Disability:Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability Successful candidates might be required to undergo a background verification with an external vendor Requisition ID: 363605 Work Area: Information Technology Expected Travel: 0 - 10% Career Status: Professional Employment Type: Regular Full Time Additional Locations: #LI-Hybrid

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