Cloud Services Delivery Expert, Enterprise IT Solutions

3 weeks ago

Old Toronto, Canada SAP SE Full time
Senior Service Delivery Specialist, Enterprise Cloud Services

We help organizations thrive in the digital landscape.

SAP's Enterprise Cloud Services (ECS) organization empowers customers to navigate their cloud transformation journey seamlessly. As a Senior Service Delivery Specialist, you will play a pivotal role in safeguarding and optimizing customers' investments in SAP Enterprise Cloud Services.

Your primary responsibility will be to serve as the trusted advisor and interface for the ECS delivery team with customer Customer Delivery Managers/Technical Service Managers. You will collaborate closely with cross-functional teams to ensure the successful delivery of quality services.

Key Responsibilities:

  • Plan and execute service requests and support throughout the request lifecycle.
  • Possess in-depth knowledge of customers' businesses, goals, and challenges to offer innovative solutions and recommendations.
  • Serve as an escalation point for technical issues related to the ECS customer landscape.
  • Act as the primary contact from the ECS delivery teams in various service areas – Service Request Fulfilment, Incident Management, Event Management, and Problem Management.
  • Cultivate expertise in SAP technologies, including SAP NetWeaver, Web Dispatcher, BusinessObjects solutions, Convergent Charging, Convergent Mediation, OpenText, etc.
  • Develop sound knowledge of Hyperscalers, networks, and virtual technologies, including load balancers and virtual machines.
  • Build 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.
  • Able to thrive in a high-pressure environment and consistently add value to customers and the organization.
  • Foster collaboration 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.

Requirements:

  • Bachelor's degree or higher in Computer Science, Engineering, or Information Management.
  • 9+ 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 systems.
  • Project management skills to efficiently handle customer projects and resolve issues would be a desirable skill.

About Us:

SAP is a market leader in enterprise application software, empowering organizations to run at their best. Our company culture focuses on collaboration and innovation, with a shared passion to help the world run better. We strive to create a workplace that values flexibility, diversity, and inclusion, offering opportunities for growth and development.

Compensation Package:

The estimated annual salary range for this position is $88,700 - $185,400 CAD, inclusive of base salary and variable incentive target. The actual amount offered will be dependent on factors such as education, skills, experience, and location.

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