Senior Service Delivery Specialist, SAP ECS - Enhanced Operations Service

SAP; Toronto; Hybrid; CAD 92,000 - 193,000; Full time

Job summary

A global technology leader seeks an experienced professional to act as the bridge between the customer and delivery teams. You will handle technical issues, ensure customer satisfaction, and manage SAP technology products in a collaborative environment. The ideal candidate possesses extensive experience in the IT sector, particularly in SAP. This role includes competitive compensation with a focus on work-life balance.

Benefits

Comprehensive health benefits

Flexible working models

Learning and development opportunities

Qualifications

• 9+ years of experience in the IT industry focused on SAP technology.
• 5+ years in a technical role managing SAP products on SAP HANA/Sybase.
• Solid hands-on experience with SAP technologies.

Responsibilities

• Serve as an escalation point for technical issues.
• Maintain alignment with Delivery organization.
• Collaborate with Customer Delivery Managers for customer satisfaction.

Skills

SAP technology expertise

Analytical and solution-oriented thinking

Strong communication skills in English

Project management skills

Education

Bachelor's degree in Computer Science, Engineering, or Information Management

Tools

SAP HANA

SAP NetWeaver

Linux-based server operating systems

BusinessObjects solutions

Job description

Overview

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. 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.

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.
• Maintain alignment with Delivery organization by tracking activities, creating activity plans with TSMs and CDMs, and addressing technical delivery challenges throughout the customer lifecycle.
• Collaborate with Customer Delivery Managers to ensure customer satisfaction through the delivery of quality services.
• Collaborate with Product Development and support for roadmap, feature and bug fixes.
• Proficient in analytical and solution-oriented thinking; strong 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
• 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
• 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 collaborating with cross-cultural teams, both international and virtual
• Project management skills to efficiently handle customer projects and resolve issues (desirable)

Meet the team

As a market leader in enterprise application software, SAP helps companies innovate through simplification. The SAP Enterprise Cloud Services (ECS) organization aims to deliver end-to-end Managed services during a customer’s cloud transformation journey and provides cloud deployment options with our infrastructure and partners.

#SAPECSEOS #SAPECSCareers

Bring out your best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently. SAP is a cloud company with a large global presence and a focus on personal development, inclusion, and collaboration. At SAP, you can bring out your best.

We win with inclusion

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone feels included and can run at their best. SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to Equal Employment Opportunity and provide accessibility accommodations to applicants with disabilities. For accommodation requests, please contact Recruiting Operations Team: [e-mail].

EOE AA M/F/Vet/Disability: Qualified applicants will receive consideration for employment without regard to age, race, religion, national origin, ethnicity, gender, or disability.

Pay transparency: The compensation range for this role is CAD 92,200 - 192,900. The final offer will reflect factors such as education, skills, experience, and location. More details at the SAP North America Benefits site.

Requisition ID: 424085 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid