SVP Operations at Protera, home of the #1 SAP Managed Services Platform (AppCare) and the #1 Migration Services Platforms (FlexBrdige) - managing strategic and tactical delivery operations globally.

VP, Application Service Delivery at Protera Technologies. Protera Technologies (www.protera.com) is a global IT Outsourcing Services organization, founded in 1998 providing world class SAP-centric hosting, management and consulting services. We are SAP certified in Hosting, Application Management, Cloud and Mobility. Our customer portfolio includes more than 60 SAP customers supporting over 150K users. Reach out to us to see how we can manage your SAP environment, the Protera way.

• Develop and deliver Managed SAP product offerings, promotions/programs, and sales support and education to ensure product success in the marketplace• Build in-depth product strategy that outlines the products, pricing, and promotions tactics for our managed hosting products• Develop and deliver pricing and commercial models• Work with the sales engineering teams to ensure that key product capabilities needed to improve our competitive position are delivered.• Provide support to account teams on top sales opportunities through pricing/positioning guidance, customer briefings, etc.• Perform competitive analysis for our offerings, build gap closure plans and execute those plans to improve our competitive position in the market place.• Work with key customers, prospects and sales teams, to develop an understanding of our customers’ needs and translate them into action plans. Actions may include new product development, existing product enhancement and new promotional activities. • Work with teams such as Sales, Product & Corporate Marketing, Pricing, Legal, Program Management, Software Development and Operations to ensure success throughout the life of a product.• Work with engineering and operations teams to ensure that product technical direction is well-defined and appropriate maintenance of the products is being performed.• Build 3rd Party alliances and channels as needed to penetrate markets and grow the Managed Hosting business• Maintain solid working knowledge of industry trends and competitive landscape for the IT Service sector in which SAVVIS operates.

• Deliver superior customer service by managing follow the sun lifecycle support from implementation through ongoing support for various ERP application suites, including SAP and Oracle. • Deliver consistent SLA based delivery of operational service level objectives, supporting both business level and technology level SLAs• Assure rapid identification & restoration of service impacting incidents and requests• Contribute to improvements in global application operations processes that incorporate industry best practices, ITIL processes frameworks, and cloud process management.• Acquire and apply thorough understanding of industry trends and innovations that will introduce efficiency, productivity, standardization, and innovation in order to drive measurable operational benefits to customers and their businesses• Manage vendor and 3rd party interactions in resolving complex issues across enterprise applications environments• Drive accountability and ongoing depth of application skills and knowledge into teams ensuring creation of an excellent end to end client experience• Work closely with product, solutions, engineering and project management teams for ERP upgrades, releases, and new builds to ensure smooth transition to operational steady state• Effectively manage human resources in a follow the sun model, utilizing both shared and dedicated resource models• Provide accurate and timely reporting of metrics and SLA results to meet both internal and customer needs• Build teams with both a strong technical as well as strong customer service orientation where “every experience matters”• Communicate well with customers surrounding issues, problems, and changes