IT Technology Services Senior Specialist - Service Delivery Specialist

Job Description

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 customers 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: Bachelors 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 8 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.