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.

Senior Service Delivery Specialist (SDS) plays a pivotal role within the SAP GCO – Enhanced Operations Service (EOS) organization, serving as a trusted advisor responsible for safeguarding and optimizing customers' investments in SAP Global Cloud Operations. 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 Net Weaver, Web Dispatcher, Business Objects solutions, Convergent Charging, Convergent Mediation, Open Text 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

Meet the team
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 Global Cloud Operations (GCO) 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…