Service Delivery Specialist

hace 1 mes

San Pedro Garza García, Nuevo León, México SAP A tiempo completo

We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

#SAPECSCareers

Hybrid Role- Candidate must be located in Mexico City or Monterrey

THE ROLE

This role plays a pivotal part in the SAP ECS - Enhanced Operations Service organization, serving as a trusted advisor responsible for safeguarding and optimizing customers' investments in SAP Enterprise Cloud Services. As the primary point of contact for the TSMs with the delivery organization, you will keep 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.

ROLE REQUIREMENTS EXPECTATIONS AND TASKS

  • You will act 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.
  • You will act 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.
  • 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.

WORK EXPERIENCE

  • Bachelor's degree or higher in Computer Science, Engineering, or Information Management
  • 6+ 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.

LOCATION

  • Monterrey, Mexico

EXPECTED TRAVEL

  • Expected travel requirement is 10%

#SAPECSCareers

​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 and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide 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: Careers@sap.com
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.

EOE AA M/F/Vet/Disability:

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.
Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 399358 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.

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