Senior Service Delivery Specialist, SAP ECS

4 days ago

Toronto, Canada SAP Full time

We help the world run better At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. 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 from. Senior Service Delivery Specialist (SDS) plays a pivotal role within the SAP ECS – Enhanced Operations Service (EOS) organization, serving as a trusted advisor responsible for safeguarding and optimizing customers' investments in SAP Enterprise Cloud Services. Operating as the primary point of contact for the TSMs with the delivery organization, SDS is tasked with keeping track of the activities processed by the delivery teams, ensuring activity plans are created together with the TSMs and CDMs and addressing the technical delivery challenges throughout the customer lifecycle. This role also involves collaborating with Customer Delivery Managers to ensure customer satisfaction through the delivery of quality services. What you'll do SDS 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 bring • 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

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