Dispatcher

Syntax is a leading Managed Cloud Provider for Mission Critical Enterprise Applications and has been providing comprehensive technology solutions to businesses of all sizes since 1972. Syntax has undisputed strength to implement and manage ERP deployments (Oracle, SAP) in a secure and resilient private, public or hybrid cloud. With strong technical and functional consulting services, and world-class monitoring and automation, Syntax serves some of North America's largest corporations across a diverse range of industries. Syntax has offices worldwide, and partners with Oracle, SAP, AWS, Microsoft, IBM and other global technology leaders.

Position Summary

The SAP Dispatcher is responsible for managing, prioritizing, and assigning SAP incidents, service requests, and change tasks to the appropriate functional and technical consultants. This role ensures timely response to customer needs, optimal resource utilization, and adherence to SLAs within the SAP support organization. The SAP Dispatcher acts as a central coordination point between end users, support teams, and delivery leads.

Key Responsibilities
Ticket Management & Assignment

• Monitor incoming SAP tickets (incidents, service requests, problems, and changes) across all modules.

• Categorize, prioritize, and dispatch tickets to the appropriate SAP consultants based on expertise, workload, and availability.

• Escalate critical or high-priority issues to leads or specialized teams as needed.

• Ensure tickets are processed according to agreed SLAs and support standards.

Coordination & Communication

• Serve as the primary coordination point between users, SAP consultants, and delivery management.

• Provide clear and timely communication to stakeholders regarding ticket status, updates, and progress.

• Collaborate with functional leads to balance workload and resource allocation.

Monitoring & SLA Compliance

• Track daily queue status, backlog levels, and ticket aging.

• Ensure compliance with SLAs, quality standards, and internal procedures.

• Identify bottlenecks or recurring issues and notify leadership.

Process & Documentation Support

• Maintain accurate records of ticket assignments and workflow processes.

• Support continuous improvement of dispatching procedures and service management processes.

• Provide input into reporting dashboards related to ticket volume, KPIs, and performance metrics.

Customer Service & Support Quality

• Promote a customer-centric approach in the handling of support requests.

• Ensure high-quality service delivery and timely resolution of requests.

• Support onboarding of new team members by explaining dispatching rules and workflows.

Qualifications
Education

• Bachelor's degree in Information Technology, Business Administration, Computer Science, or a related field (preferred).

• Equivalent experience in support coordination or IT service management may be considered.

Experience

• 1–3 years of experience in IT support, SAP operations, service desk, or similar coordination roles.

• Experience with SAP modules (FI/CO, MM, SD, PP, HCM, Basis, etc.) is a strong advantage.

• Familiarity with ITSM tools (ServiceNow, Jira, Remedy, HP ALM, Solution Manager) preferred.

Skills

• Strong organizational and multitasking abilities.

• Excellent communication and stakeholder management skills.

• Ability to manage priorities in high-volume environments.

• Basic understanding of SAP modules and support processes.

• Problem-solving and critical-thinking skills.

• Proficiency in MS Excel and reporting tools.

Competencies

• Customer-focus and service orientation

• Attention to detail

• Team collaboration

• Time management

• Accountability and proactive mindset

Preferred

• Knowledge of SAP Solution Manager, ChaRM, or similar tools.

• Experience working in AMS or managed services environments.

• Understanding of ITIL processes (Incident, Problem, Change).

• ITIL Foundation certification (nice to have).

Why Syntax?

Become a part of our success story and work in a company with exciting innovation projects that are causing a stir across the industry. We recently launched one of the world's most advanced manufacturing facilities based on SAP S/4HANA Cloud and SAP Digital Manufacturing Cloud for Execution - for Smart Press Shop, a pioneering joint venture between Porsche and forming specialist Schuler.  

• Competitive, above-average compensation
• Global tourist: With us, you can also work from abroad from time to time
• Flexible working time models, home office
• Attractive benefits, e.g. company pension scheme or various health offers
• A modern environment in which the "you" is part of it
• Open feedback culture, flat hierarchies and a motivated team
• Individual career planning with continuous training and coaching on the job

You see a personal challenge in this responsible task? Apply now - and become part of the SYNTAX team

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