Senior Service Delivery Specialist, Enhanced Operations Service

SAP SE; Newtown Square (Delaware County); Hybrid; USD 117.000 - 246.000; Vollzeit

Benefits dieser Stelle

Hybrid work model

Great benefits

Career growth

Zusammenfassung

SAP SE in Philadelphia area seeks a Senior Service Delivery Specialist in Enhanced Operations Service to safeguard and optimize customers' SAP Enterprise Cloud services. You will be the primary contact for EOS delivery teams and coordinate with CDMs/TSMs to ensure high‑quality service delivery.

You bring 10+ years in IT with SAP BASIS, Linux server expertise, and strong collaboration skills to drive improvements, manage escalations, and shape roadmaps with Product Development.

Qualifikationen

• Bachelor's degree or higher in Computer Science, Engineering, or Information Management
• 10+ years of experience in the IT industry, with a primary focus on SAP technology (BASIS)
• Minimum of 8years 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.

Aufgaben

• Serve as the primary contact from the EOS delivery teams in the different service areas – Service Request Fulfilment, Incident Management, Event Management and Problem Management.
• Possess a comprehensive understanding of the customer's business, goals, and challenges to offer innovative solutions and recommendations.
• 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.
• Proven ability to manage operational tasks, handle customer escalations, and drive process improvements.

Kenntnisse

SAP technologies

Linux servers

SAP HANA/Sybase

Incident/Problem management

Customer collaboration

English communication

Ausbildung

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

Tools

OpenText

Convergent Charging

Convergent Mediation

Web Dispatcher

BusinessObjects

Jobbeschreibung

Senior Service Delivery Specialist, Enhanced Operations Service

We help the world run better
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

WHAT YOU'LL DO:

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 from the delivery organization and working closely with the customer facing units, Service Delivery Specialists is tasked with keeping track of the activities processed by the delivery teams, ensuring proactive activity preparations are completed 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.

• SDS works closely with customer CDMs/TSMs, proactive preparation of the service requests, execute the service requests while they gets into issues and needs expert attention, executes time critical customer service requests which should be executed without the regular lead time and support throughout the service 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.
• Service Delivery Specialist 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.
• Sound working knowledge in Linux Clusters is essential skill.
• 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
• 10+ years of experience in the IT industry, with a primary focus on SAP technology (BASIS).
• Minimum of 8years 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.

As a market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on‑premise to cloud, desktop to mobile device, SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

Within the Product Engineering (PE) board area, the mission of SAP Enterprise Cloud Services (ECS) organization is to pave the path for the future SAP by delivering end-to-end Managed services experience during a customer’s cloud transformation journey. We strive to provide a spectrum of cloud deployment options for our customers with our infrastructure, our partners and through public cloud infrastructures.

Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose‑driven and future‑focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. 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 – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.
SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e‑mail with your request to Recruiting Operations Team: [e-mail].
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program , according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Compensation Range Transparency : SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step towards demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 116,700 -245,600USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through this selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits .

Please note that any violation of these guidelines may result in disqualification from the hiring process.

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

Nearest Major Market: Philadelphia
Job Segment: Cloud, ERP, Operations Manager, Computer Science, SAP, Technology, Operations