SAP iXp Intern- Service Delivery Excellence

About the SAP Internship Experience Program

The SAP Internship Experience Program is SAP’s global, strategic, paid internship program that provides university students with opportunities to find purpose in their careers. 

Three reasons to intern at SAP
1.    Culture of collaboration: meet with mentors, make new friends across the globe and create a thriving personal network.
2.    Project-driven experience: gain cross-functional skills from our virtual and in-person learning sessions, diverse subject matter experts, and project deliverables.

3.    Gain visibility: with SAP Internship Experience Program in your title, you’ll have a global network of SAP leaders, entrepreneurs and career development opportunities at your fingertips. 

About the team

The Center of Expertise (CoE) is not only a global team with locations all over the world, also the CoE North America (~400 Employees) is a highly diverse team of colleagues with a large variety of cultural background. The key attitude of the team is: HELP. We are not only helping our customers with their challenges while designing, implementing and optimizing SAP Solutions, but we are also helping our internal colleagues when it comes to problem root cause analysis, knowledge transfer and finding information.

Most of our CoE colleagues go onsite to our customers on a regularly basis (but typically not full-time) to deliver Premium Engagement Services like SAP MaxAttention. However, your internship role is a dedicated backoffice role in the Newtown Square office (or at home during pandemic restrictions).

What you’ll do:

Position title: Service Delivery Excellence  
Location: Newtown Square, Pennsylvania
Expected start date to end date: June 2024 for 6 Months (40 hrs / week) 

In this role, you’ll:

The Service Delivery Excellence (SDE) Team manages the Premium Engagement delivery pipeline and acts as the single source of information on the Premium Engagement Service Delivery process across all regions globalliy.

The workload in the SDE Team continues to grow and requires additional support in order to achieve the highest level of efficiency. The main objective of this role is to support MaxAttention service deliveries in North America through Service Order Management. This includes evaluating and implementing suitable change requests and scoping service orders to ensure procedure compliance. The team collaborates with delivery organizations across the globe to facilitate resource staffing and delivery of scheduled services.  

SDE Interns work alongside core team members and other rotational colleagues. They interface with workflows and multiple organizations across SAP, focusing on the Center of Expertise (CoE) and Premium Engagements (PE) teams. Interns are responsible for enforcing business rules and procedures, managing communication via the team inbox, implementing change requests into CRM service orders, coordinating international staffing of resources, reporting, documentation, data cleansing and more.

Your key tasks will be:
•    Enhance documentation (e.g. SDE JAM Page) 

•    Maintain and update existing CRM service orders
•    Scan the VPR Inbox and assign tasks
•    Track and manage critical scheduling and staffing conversations
•    Evaluate incoming change requests, implement the necessary changes and determine next steps
•    Coordinate staffing procedures across global teams / organizations
•    Oversee the Team Inbox and distribute tasks among team members
•    Schedule meetings and take minutes/actions
•    Use Dashboards and SAP CRM to generate weekly backlog reporting
•    Analyze data in CRM (e.g. search for isolated service orders)
•    Contact Technical Quality Manager (TQM) for status updates (e.g. confirmation of GoLive)
•    Review and validate service order configuration
•    Participate in team meetings, review the ongoing patterns and trends of work and propose potential mechanisms for improvement
•    Testing new App’s on the basis of test cases
•    Participate in team meetings, review the ongoing patterns and trends of work and propose potential mechanisms for improvement and simplification

Who you are:

We’re looking for someone who takes initiative, perseveres, and stay curious. You like to work on meaningful innovative projects and are energized by lifelong learning.

•    High sense of data quality
•    Strong teamwork and collaboration skills
•    Effective written and verbal communication skills

•    High organizational skills
•    Out-of-the-box and innovative thinker
•    Analyze and improve data quality and technical accuracy
•    Able to recognize key elements of data for transparent reporting and simple information design
•    Experienced in Microsoft Excel, Word, PowerPoint, SharePoint, MS Teams, Outlook
•    High level of personal responsibility and due diligence (i.e. following up on tasks)
•    Completion of Bachelor or Master in 2023 or 2024