Customer Service and Support

CoE Service Delivery Engineer Hybrid Operations

What we offer

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. 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. Apply now!




The successful candidate will join the Center of Expertise (CoE) – Solution Manager RunSAP Team in SAP Service and Support Centre Ireland. The goal and mission of the Center of Expertise (CoE) is to ensure optimal performance, availability and smooth operation of SAP software as well as to optimize technical and business processes by delivering engineering services to our installed customer base. CoE is the trusted advisor for value realization, protection of investment and acceleration of innovation. In the CoE, we follow a global team model designed to ensure efficient, cross-regional consistency in employee development, quality of delivery, customer expectation and overall satisfaction. Our immense range of expertise results in world-class recommendations & is an immeasurable value for SAP Maintenance and/or SAP MaxAttention and Safeguarding.

As a CoE Engineer in the Hybrid Operations team, you will take ownership of high value customers and bring technical or application expert knowledge into their OCC (Operations Control Center) project. The candidate will be required to jointly define and document Event Management and Continuous Improvement processes with the customer, therefore, the qualified candidate should possess the required technical and application competencies with committed professionalism, desire and passion in managing critical customers. The Hybrid Operations CoE Engineer takes the full responsibility for the quality of the delivered tasks, creates a value case to support project proposals and is accountable for the success of the project.



It will be your responsibility to mentor and act as the lead driver in the most critical issues. Candidates should be able to communicate at an executive management level for technical action plans, provide resolution to issues and be able to multi-task and manage a constant workload with extended hours.

The successful candidate must be able to:

  • Propose holistic solutions to resolve customer SAP operational pain points.
  • Lead onsite and remote teams in the delivery of engineering services for global customers.
  • Understand the latest concepts of the Operations Control Center (OCC).
  • Define the customer target operational model
  • Integrate new business solutions or technical components into operation
  • Understand the latest developments and capabilities SAP Solution Manager, Cloud ALM and Focused Solutions.
  • Adopt the methodologies CoE Engineering Services and execute the objectives.
  • Embrace the functionality and technical capabilities of SAP product releases.
  • Demonstrate flexibility and adaptability for customer travel.
  • Develop core competencies in Hybrid Operations, specifically in the area of OCC, Business Process Operations and Application Operations.
  • Provide clear recommendations and guidance to promote customer value realization.
  • Provide feedback to Development to improve and innovate our solutions.


Through our SAP Support internal training program and "on-the-job training”, you’ll get the ideal preparation and knowledge you need for a successful start and integrate into our team.


We are looking for candidates seeking constant challenges in a dynamic environment, creative and not afraid of stretch assignments.




  • 3+ years of IT Experience.
  • Expert Knowledge of SAP Solution Manager Monitoring Tools and Processes.
  • SAP product knowledge, especially in the area of ERP solutions. 
  • Knowledge of 3rd party Central Alerting tools and Incident Management tools.
  • Any ITIL or support experience and experience in managing customers.



  • Bachelor's degree in Computer Science, Information Systems, Physics, Maths, Engineering.
  • Technical Inquisitive nature with strong analytical and problem solving skills.
  • Technical competency and understanding of running IT and business operations.
  • Ability to lead by example with technical competency to provide coaching and mentoring.
  • Communication skills and strong business acumen.
  • Ability to communicate effectively with business users as well as technical team.
  • Customer centric.
  • Comfortable working on own initiative.
  • Experience as Onsite Team and Backoffice Lead/DEA.
  • Successful project implementation experience / project management skills.
  • Fluent in written and spoken English.



We are SAP

SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together.


Our inclusion promise

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: Americas: or, APJ:, EMEA:


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:307104 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time  | Additional Locations: 

Requisition ID:  307104
Posted Date:  May 17, 2022
Work Area:  Customer Service and Support
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%

24 Dublin, IE, D24VF5D

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