IT Technology Services Specialist

We help the world run better

What you ll do

We are seeking an experienced IT Technology Services Senior Specialist with a strong technical background, expertise in partner management, and a solid understanding of cloud infrastructure and operations.

Your role will focus on managing and optimizing relationships with our Hyperscaler partners (AWS, Azure, GCP) to ensure high levels of service delivery and performance.

• Building and maintaining trusted relationships with Hyperscaler, acting as a primary point of contact between suppliers and internal SAP stakeholders
• Driving performance reviews and quality meetings with Hyperscaler infrastructure providers to ensure alignment with contractual SLAs and KPIs
• Managing service-level agreements (SLAs) and key performance indicators (KPIs), identifying areas for improvement, and driving corrective actions when needed
• Escalation management for service performance issues, ensuring timely resolution and maintaining customer satisfaction
• Reporting and metrics management, creating scorecards and dashboards to monitor supplier performance and define actionable improvement plans
• Collaboration with internal teams and stakeholders to align delivery strategies and address any service or infrastructure challenges
• Providing subject matter expertise on cloud operations processes and infrastructure services concepts

What you ll bring

• Educational qualification: Bachelor s degree or higher in Computer Science, Information Technology, Engineering, Business Administration, or a related field
• 8-12 years of professional experience in IT services, with a focus on cloud operations, infrastructure management, and outsourcing engagements
• Minimum 3 years in a partner/customer-facing role, managing relationships with Hyperscaler or IT service providers
• Proven track record in engagement management, de-escalation and partner relationship building
• Experience in cloud platforms (AWS, Azure, GCP) and cloud infrastructure operations
• Strong understanding of IT service management (ITSM), including SLAs, KPIs and performance management
• Excellent communication, presentation and moderation skills
• Ability to manage and influence stakeholders at all levels of the organization
• Strong analytical and problem-solving skills to address service delivery challenges
• Project management certification (e. g. , PMP, Agile) is a plus
• Experience working in a global, virtual team environment.

Meet your team

SAP Enterprise Cloud Services (ECS) provides world-class support for business-critical SAP systems and applications in a global 24/7 operations model. ECS Delivery (formerly HANA Enterprise Cloud Delivery) is responsible for managing and operating customer landscapes globally, ensuring high-quality service and performance. The Cross Delivery Unit within ECS Delivery oversees Hyperscaler Capacity Planning and Supplier Management, focusing on key areas such as partner management and performance reviews with Hyperscaler Infrastructure providers.

#SAPECSCareers

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: 407929 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.