IT Director for Cloud Services
hace 3 semanas
About SAP
SAP, a leading provider of end-to-end business application software and related services, empowers organizations to work together more efficiently and utilize business insight more effectively. With a strong focus on collaboration and innovation, the company has evolved from its origins in enterprise resource planning (ERP) software to become a market leader in cloud solutions.
With over 200 million users worldwide, SAP is committed to helping customers achieve their goals through cutting-edge technology and strategic partnerships. Our team is dedicated to providing exceptional customer experiences, fostering a culture of inclusion, and driving progress towards a better future.
About the Role
We are seeking an experienced Technical Service Manager to join our Enterprise Cloud Services delivery organization. As a key member of our team, you will be responsible for delivering high-quality results consistently and contributing to our global strategy of helping customers adopt SAP S/4HANA on their path to the Intelligent Enterprise.
The Technical Service Manager acts as a trusted technical advisor in safeguarding and optimizing customer investments into SAP ECS. This role requires owning the customer landscape, advising on critical and complex landscape changes during life cycle management, and working closely with Customer Delivery Managers (CDMs) and ECS internal service delivery to serve and delight our customers.
Key Responsibilities
- 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 (both within ECS and beyond)
- 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
- Conduct Technical & operational reviews (monthly) to measure the progress against defined Cloud architecture & roadmap; establish and drive resolution plans to resolve issues and problems to completion
- Support the migration roadmap together with partners, System Integrators, and or SAP Professional Services
Requirements
This role requires:
- Bachelor's degree or higher in Computer Science, Engineering, Information Management, or related field
- High proficiency in customer communications and presentations
- High proficiency in the SAP product portfolio, offerings, and industry solutions
- Strong technical project management skills & customer-facing experience
- Strong ability to translate between technical and non-technical audience with confidence
- Strong engagement management, relationship building, and de-escalation skills
- Excellent presentation, communication, and moderator skills
- Good understanding of SAP solutions (releases, platform interdependencies, etc.)
- Good understanding of operational aspects (Application or Technical) of SAP solutions in a cloud environment
- Good understanding of capabilities of at least one Hyperscale Clouds (AWS; MS Azure or GCP)
Salary Estimate
The estimated salary range for this position is €80,000 - €120,000 per annum, depending on location and experience.
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