Senior Service Delivery Specialist, SAP ECS

OverviewSenior Service Delivery Specialist, SAP ECS - Enhanced Operations ServiceWe help the world run better. At SAP, we enable you to bring out your best. Our culture focuses on collaboration, learning and development, and a purpose-driven, future-focused work environment. We offer a highly collaborative team with opportunities for growth and a range of benefit options.Senior Service Delivery Specialist (SDS) plays a pivotal role within the SAP ECS – Enhanced Operations Service (EOS) organization. The SDS serves as a trusted advisor responsible for safeguarding and optimizing customers’ investments in SAP Enterprise Cloud Services. The role operates as the primary point of contact for the TSMs with the delivery organization, tracking activities processed by delivery teams, ensuring activity plans are created with the TSMs and CDMs, and addressing technical delivery challenges throughout the customer lifecycle. The SDS also collaborates with Customer Delivery Managers to ensure customer satisfaction through the delivery of quality services.What You’ll DoSDS acts as the interface for the EOS delivery team with the customer CDMs/TSMs, planning service requests and support throughout the request lifecycle.Possess a comprehensive understanding of the customer’s business, goals, and challenges to offer innovative solutions and recommendations.Serve as an escalation point for technical issues related to the EOS customer landscape.SDS acts as the primary contact from the EOS delivery teams in the different service areas – Service Request Fulfilment, Incident Management, Event Management and Problem Management.Solid hands-on experience with SAP technologies like SAP NetWeaver, Web Dispatcher, BusinessObjects solutions, Convergent Charging, Convergent Mediation, OpenText, etc.Sound knowledge of hyperscalers, networks, and virtual technologies, including load balancers and virtual machines.Solid expertise and hands-on experience in SAP Technologies and Products (SAP certification preferred).Proven ability to manage operational tasks, handle customer escalations, and drive process improvements.Ability to thrive in a high-pressure environment and consistently add value to customers and the organization.Extensive experience in collaborating with cross-cultural teams, both international and virtual, to achieve seamless project delivery.Collaborate with Product Development and support for roadmap, feature and bug fixes.Proficient in analytical and solution-oriented thinking.Excellent written and verbal communication skills in English.What You BringBachelor’s degree or higher in Computer Science, Engineering, or Information Management9+ years of experience in the IT industry, with a primary focus on SAP technology (BASIS).Minimum of 5 years of experience in a technical role, with a demonstrated ability to manage a variety of SAP products running on SAP HANA/Sybase.Advanced technical background in Linux-based server operating systemsProject management skills to efficiently handle customer projects and resolve issues would be a desirable skillMeet the teamAs a market leader in enterprise application software, SAP helps companies innovate through simplification. Within the Product Engineering (PE) board area, the SAP Enterprise Cloud Services (ECS) organization aims to deliver end-to-end Managed services during a customer’s cloud transformation journey and provide cloud deployment options through our infrastructure, partners, and public cloud infrastructures.#SAPECSEOS #SAPECSCareersBring out your bestSAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. SAP is a cloud company with global reach and a focus on collaboration and personal development. We encourage you to bring out your best at SAP.We win with inclusionSAP’s culture of inclusion and flexible working models help ensure everyone feels included and can perform at their best. SAP is an equal opportunity workplace and affirmative action employer. We are committed to Equal Employment Opportunity and provide accessibility accommodations. If you need accommodation to navigate our website or complete your application, please email Recruiting Operations Team: Careers@sap.com.For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program. Some roles may have specific conditions under the SAP Referral Policy. EOEA M/F/Vet/Disability. Qualified applicants will receive consideration without regard to age, race, religion, national origin, ethnicity, gender, or disability. SAP provides pay transparency and the compensation range for this role is 92,200 - 192,900 CAD, dependent on education, skills, experience, and location. Details at www.SAPNorthAmericaBenefits.com. English proficiency is required for positions based in Quebec due to global interactions.Requisition ID: 424085 | Work Area: Information Technology | Travel: 0 - 10% | Employment Type: Regular Full Time #J-18808-Ljbffr