Technical Service Manager

At 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. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. 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 TEAMThe Customer Delivery Engagement (CDE) organization is the global team within SAP Enterprise Cloud Services overseeing all aspects of Customer Engagement from the point of sale throughout the entire lifecycle, providing commercial, project, and technical operations expertise. They deliver fixed-scope, proactive, and outcome-based services across the entire SAP software stack to SAP’s RISE customers.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.We create a stable foundation for our customers’ IT operations and support customers on their digital transformation journey to the intelligent enterprise based on S4/HANA. With continuous access to our expertise and the broader SAP expert network, our customers can take advantage of the latest technologies to support continuous business innovation. SAP CDE helps customers accelerate their innovation adoption, delivering the flexibility to adapt to business changes, rapidly implement technologies, and standardize and optimize operations of SAP-centric solutions. The mission of the CDE Organization is to maximize customer success by helping to manage complexity, ensure stable operations, mitigate risk, and lower total cost of operation, supporting customers on their journey to the intelligent enterprise powered by S4/HANA.THE ROLEAs Technical Service Manager (TSM), we are looking for an accomplished Senior SAP Technical Consultant in delivering high-quality results consistently. As a key member of ECS, you will be contributing to SAP's Global strategy of helping customers with the adoption of SAP S/4HANA on their path to the Intelligent Enterprise.The Technical Service Manager (TSM) acts as a trusted technical and delivery advisor in the safeguarding and optimization of customer investments into SAP ECS. TSM owns the customer landscape and advises on critical and complex landscape changes during lifecycle management. TSM will work as a team with Customer Delivery Managers (CDMs) and ECS internal service delivery to serve and delight our customers by providing quality services throughout their entire lifecycle.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 (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 ensure 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.Comprehensive knowledge of S/4HANA architecture, conversion, migration path, methodology, and tools.Understanding of various SAP cloud solutions and integration scenarios of SAP systems with BTP, Ariba, SuccessFactors, etc.EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIESBachelor’s degree or higher in one of the following areas: Computer Science, Engineering, Information Management.High proficiency in customer communications and presentations is required.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 audiences 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 Cloud (AWS, MS Azure, or GCP).Willingness to undertake customer-related travel on short notice.WORK EXPERIENCE8+ years of experience with SAP Basis administrative duties REQUIRED.8+ years of customer-facing SAP Technical Consulting experience.8+ years of solution design, enterprise architecture, and/or SAP implementation.4+ years of experience in technical project management for SAP Operations or Implementation.SAP NetWeaver, OS/DB migration, SAP HANA, TOGAF certifications are a plus.Experience and certifications with IaaS Providers (AWS, MS Azure, or GCP) are an advantage.SAP HANA and S/4 HANA skills would be very helpful but not mandatory.Cloud security including Cyber Security, Encryption, and key management knowledge is preferred.Bring out your bestSAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.We win with inclusionSAP’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.
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