Senior Service Delivery Specialist, Enhanced Operations Service

SAP • Toronto, ON

11d • Hybrid

About The Position

The Senior Service Delivery Specialist (SDS) plays a pivotal role within the SAP GCO – Enhanced Operations Service (EOS) organization. This role serves as a trusted advisor responsible for safeguarding and optimizing customers' investments in SAP Global Cloud Operations. The SDS acts as the primary point of contact for the TSMs with the delivery organization, keeping track of activities processed by delivery teams, ensuring activity plans are created with TSMs and CDMs, and addressing technical delivery challenges throughout the customer lifecycle. The role also involves collaborating with Customer Delivery Managers to ensure customer satisfaction through the delivery of quality services.

Requirements

• 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.
• Proficient in analytical and solution-oriented thinking.
• Excellent written and verbal communication skills in English.
• 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

Nice To Haves

• Project management skills to efficiently handle customer projects and resolve issues would be a desirable skill

Responsibilities

• Acts as the interface for the EOS delivery team with the customer CDMs/TSMs, planning service requests and support throughout the request lifecycle.
• Possesses a comprehensive understanding of the customer's business, goals, and challenges to offer innovative solutions and recommendations.
• Serves as an escalation point for technical issues related to the EOS customer landscape.
• 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.
• Collaborates with Product Development and support for roadmap, feature and bug fixes.

Benefits

• Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.
• A summary of benefits and eligibility requirements can be found by clicking this link: www.SAPNorthAmericaBenefits.com.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior