Technical Service Manager

2 weeks ago

Calgary, Canada SAP Full time

**We help the world run better**

**PROGRAM DESCRIPTION**

SAP is the global market leader for business software and thus contributes a considerable part of the world's economic power grid. The mission of the SAP Enterprise Cloud Services (ECS) organization is to maximize customer success by taking over responsibility for smooth end-to-end operations and lowering customers' total cost of operation.
As Technical Service Manager, we are looking for an accomplished Senior SAP Basis 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 Intelligent Enterprise. This is an enabling function to help customers accelerate their cloud transformation journey delivering Business Value and Outcomes in the form and pace that customer wants out of their SAP landscape. You will assess customers’ business requirements, and problems to act as a technical advisor for our clients and partners.

**EXPECTATIONS AND TASKS**

The Technical Service Manager (TSM) acts as a technical advisor in the safeguarding and optimization of customer investments in SAP ECS. TSM governs ECS customer relationship management from a technical perspective while advocating for the customer and bringing the power of ECS to enrich the customer experience. TSM will work as a team with CDMs and ECS internal service delivery to serve and delight our customers, by providing quality services to satisfy their needs and resolving technical complexities throughout their entire lifecycle.
- Primary contact for the customer regarding technology discussions, innovations and recognized as the escalation point for technical issues
- Understands the customer's business, goals, and challenges in order to suggest solutions & services
- Advises customers on technical requirements, constraints, and support in all sorts of technical situations (incl. IT critical situations) throughout their lifecycle within ECS
- Identifies and positions ECS services that deliver value to the customer from the ECS portfolio
- Supports customer’s Intelligent Enterprise transformation by acting as a technical consultant
- Comprehensive knowledge of S/4HANA architecture, conversion, migration path, methodology, and tools.
- Experience and knowledge in SAP NetWeaver Administration, migration, and upgrades
- Understanding of SAP High Availability or Disaster Recovery architecture, network, and virtual technologies (load-balancer, virtual machine)
- Identify top issues, define service plan and drive implementation of identified action items across the customer landscape
- Deep experience in technical planning, implementation, configuration, and integration of SAP solutions
- Understanding of various SAP cloud solutions and integration scenarios of SAP systems with SCP, Ariba, Successfactors, etc. (good to have)
- Design optimal SAP configuration to maximize system performance and availability

**EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES**
- Bachelor’s degree or higher in one of the following areas: Computer Science, Engineering, or Information Management.
- Hands-on experience with working knowledge of Unix/Linux flavors
- Hands-on experience with working knowledge of SAP HANA and Sybase databases
- Solid know-how on SAP Technologies and Products (SAP certification highly beneficial)
- Hyperscalers certification (AWS, Azure, GCP) is a plus

**LANGUAGE SKILLS**
- English (advanced/fluent written & spoken)

**WORK EXPERIENCE**
- Minimum 6 years of SAP Technical Administration (Preferably in the domain of SAP Basis skill) and should have knowledge & experience in Administration and Operations of SAP solutions
- Minimum 4 years of experience in customer-facing roles and should have excellent command of de-escalating the critical situations

**We build breakthroughs together**

**We win with inclusion**

SAP’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.

**EOE AA M/F/Vet/Disability**:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Requisition ID: 358598 | Work Area: Information Technology | Expected Travel: 0 - 20% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.

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