Technical Service Manager

hace 6 días


Barcelona, España Sap A tiempo completo

.We help the world run betterAt SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. 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.ABOUT THE TEAMCustomer Delivery Engagement (CDE) organization is the global team within SAP Enterprise Cloud Services organization overseeing all aspects of the Customer Engagement from the point of sale throughout the entire lifecycle and providing commercial, project, and technical operations expertise.The CDE team combines all customer-facing roles inside ECS and presents SAP as "One Voice" through coordinated communication at all levels to our clients, internal and external stakeholders. We are dedicated to customer centricity, client intimacy and support of client lifecycle management.THE ROLEAs Technical Service Manager (TSM), we are looking for an accomplished Senior SAP Technical Consultant in delivering high-quality results consistently. TSM acts as a trusted technical & delivery advisor in the safeguarding and optimization of customer investments into SAP ECS, owning the customer landscape and advising on critical and complex landscape changes during life cycle management.This is a customer-facing role focused on Large & Strategic Customers where you will be part of the Enterprise Cloud Services delivery organization.Following are the key tasks that this role will perform:Primary contact for the customer regarding technology and cloud service delivery discussions.Run regular cadence with stakeholders at customer and manage expectations with regards to service delivery. Act as first escalation point.Own the technical discussions with the customer and act as the orchestrator of experts to obtain expertise from the SAP delivery organization as required.Ownership & detailed understanding of the customer landscape managed within ECS & understand interdependencies between systems.Support the Account team and the TechOps teams for execution of the service delivery plan and calendar.Analyze customer technical requirements and organize / co-ordinate experts from ECS Delivery team and drive those topics to resolution to the satisfaction of the customer.Present the intricacies of the private offering, technical details, and engagement model to internal and external stakeholders.Support the customer or SAP services teams to build customer-specific cloud roadmaps that cover topics around Infrastructure Architecture, Technical Managed services, security, and integration.Guide customers on all technical aspects like Business Continuity, Security & Compliance, Networks, etc.Assess customer security and network requirements to make sure the SAP security architecture framework can meet customer requirements


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