ECS Service Execution Owner - Extended Delivery Services

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This position is open to applicants who are local to either Mexico City or Monterrey, MX.

What you'll do:

We are looking for an experienced Consultant to take over the role of an SEO (Service Execution Owner) for our EDS (Extended Delivery Services) operations with a passion to provide excellent customer support mainly for our strategic ECS Customers.

In addition to this you will be responsible to drive improvement projects and manage the service quality of our delivery teams (Manged Service Model).

• Single point of contact for the customer-facing unit regarding EDS topics to ensure high service quality and customer satisfaction.
• Lead the EDS alignment call with internal stakeholder such as other TechOps units.
• Follow-up with EDS delievery team in case of any delay in ticket processing or planning of activities.
• Coordination & Escalation handling for EDS topics
• Collect regular feedback from TSM about EDS team performance.
• Reporting and performance review for EDS support (Alert & Incident management, SR) 
• Run improvement initiatives to optimize service delivery.

What you bring:

• You should have very good analytical and solution-oriented thinking as well as very good communication, presentation, and networking skills. Working effectively in international and virtual teams should be something you are used to do.
• 8 to 10 years of experience as a Technical Consultant or Technical Project Lead
• Bachelor’s degree or higher in one of the following areas: Computer Science, Engineering, Information Technologies Management
• Good background in software architecture and cloud technology 
• Good knowledge in SAP Business Technology Platform
• Experience in ITIL and IT Service Management processes 
• Fluent in English (written & spoken)

Meet Your Team:

The SAP ECS Delivery Extended Delivery Support Team (EDS) operates as a specialized delivery model, featuring a dedicated Back Office and Front Office to provide support to special and critical customers. The EDS team is an internal delivery unit within ECS, with a global presence of highly skilled resources working around the clock. Committed to delighting customers, the EDS Team ensures the delivery of high-quality services. With a dedicated team and structure, EDS can adeptly handle escalated customer situations from an operational perspective, bringing stability to both the customer's business and the system environment. 

#SAPECSCareers 

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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.

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: 384890  | Work Area: Information Technology  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.