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Senior IT Technology Services Specialist - GCO ECS TSM - SAP
Software Engineer
Senior specialist responsible for end‑to‑end IT service management within the Global Customer Operations, focusing on incident, problem and change processes for SAP cloud solutions.
About the role
Key Responsibilities
- Lead incident, problem and change management activities for SAP cloud services, ensuring SLA compliance and rapid resolution.
- Coordinate cross‑functional teams to diagnose root causes, implement corrective actions, and drive continuous improvement.
- Maintain and enhance IT service management processes in alignment with ITIL best practices.
- Provide technical guidance and mentorship to junior team members and support staff.
- Generate and present service performance reports and metrics to stakeholders.
Requirements
- 5+ years of experience in IT service management, preferably within SAP or enterprise cloud environments.
- Strong knowledge of ITIL framework and hands‑on experience with incident, problem, and change workflows.
- Proven ability to manage complex technical issues and drive resolution across distributed teams.
- Excellent communication and stakeholder management skills.
- Relevant certifications (e.g., ITIL, SAP Solution Manager) are a plus.