SAP Service Delivery Specialist

EY; Penang; On-site; MYR 89,000 - 156,000; Full time

Job summary

EY in Malaysia is seeking a SAP Service Delivery Management Executive to support end-to-end SAP application services for clients, ensuring quality and SLA compliance while coordinating with clients, internal teams and stakeholders.

You will monitor incidents and changes, prepare service reports and SOPs, identify risks, track KPIs, and contribute to continuous improvement initiatives to enhance service delivery and efficiency.

Qualifications

• Bachelor’s degree in IT, Business, or related discipline.
• Min 4 years of experience in SAP support, service delivery or IT operations.
• Exposure to consulting or client-facing environments is preferred.
• Strong verbal and written communication skills with ability to engage stakeholders at different levels.
• Ability to manage multiple priorities and tickets.

Responsibilities

• Support the delivery of SAP application support services across clients
• Monitor incident, service request and change tickets, ensuring timely resolution in line with SLAs
• Communicate and coordinate with clients and teams
• Prepare and maintain service reports, dashboards, and SOPs
• Identify potential risks/issues and proactively support resolution and escalation management
• Track and analyze SLA performance, KPIs, and service metrics
• Support service review meetings and client governance activities
• Contribute to continuous improvement initiatives to enhance service quality and efficiency

Skills

Communication

Stakeholder management

Problem-solving

Multitasking

ITSM

ITIL knowledge

ServiceNow

AI / automation awareness

Education

Bachelor's degree in IT or related

Tools

ServiceNow

Ticketing systems

Reporting tools

SLA tracking

Job description

The SAP Service Delivery Management Executive is responsible for supporting the end-to-end delivery of SAP application services to clients, ensuring service quality, SLA compliance, and effective coordination between clients, internal teams and stakeholders. This role plays a key part in maintaining operational excellence and driving continuous improvements.

Key Responsibilities

• Support the delivery of SAP application support services across clients
• Monitor incident, service request and change tickets, ensuring timely resolution in line with SLAs
• Communicate and coordinate with clients and teams
• Prepare and maintain service reports, dashboards, and Standard Operating Procedures (SOPs)
• Identify potential risks/issues and proactively support resolution and escalation management
• Track and analyze SLA performance, KPIs, and service metrics
• Support service review meetings and client governance activities
• Contribute to continuous improvement initiatives to enhance service quality and efficiency

Key Requirements

• Bachelor’s degree in IT, Business, or related discipline
• Min 4 years of experience in SAP support, service delivery or IT operations
• Exposure to consulting or client-facing environments is preferred
• Strong verbal and written communication skills with ability to engage stakeholders at different levels
• Ability to manage multiple priorities and tickets

• Strong communication and stakeholder management skills
• Effective problem-solving and critical thinking abilities
• Ability to manage multiple clients/projects simultaneously
• Solid understandingof IT Service Management (ITSM) principles
• Familiarity with :
• Incident, Change, and Problem Management process
• SLA management and reporting
• Hands- on experience with
• Ticketing tools (e.g., ServiceNow, Manage or similar)
• Reporting, tracking and performance monitoring tools
• Knowledge of ITIL framework; ITIL certification is an added advantage
• Exposure to AI or automation in Service Management will be an added advantage