Senior Technical Service Manager, Enterprise Cloud Services, Calgary

Senior Technical Service Manager, Enterprise Cloud Services, Calgary

We help the world run better
At SAP, we keep it simple: you bring your best to us, and we’ll bring out the best in you. We’re builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what’s next. The work is challenging – but it matters. You’ll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What’s in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

ABOUT THE TEAM

Customer Delivery Engagement (CDE) is the global team within SAP Enterprise Cloud Services that oversees all aspects of Customer Engagement from the point of sale through the entire lifecycle. By delivering fixed‑scope, proactive and outcome‑based services across the entire SAP software stack, we help SAP’s RISE customers accelerate their innovation adoption. The CDE team acts as one voice for SAP, coordinating communication at all levels to our clients and stakeholders. We build a stable foundation for our customers’ IT operations, supporting their digital transformation to an intelligent enterprise based on S4/HANA.

THE ROLE

As Technical Service Manager (TSM) you will be a trusted technical & delivery advisor focused on large & strategic customers, ensuring the success of SAP’s Global strategy to help customers adopt SAP S/4HANA and build their Intelligent Enterprise. You’ll own the customer landscape, advise on complex technical changes, and orchestrate experts throughout SAP for optimum outcomes.

- Primary contact for the customer regarding technology and cloud service delivery discussions.

- Run regular cadence with stakeholders, manage expectations and act as the first escalation point.

- Own technical discussions with customers and coordinate experts within ECS to deliver solutions.

- Maintain detailed understanding of the customer landscape and interdependencies within ECS and beyond.

- Support the account and tech‑ops teams in executing the service delivery plan and calendar.

- Analyze customer technical requirements and drive expert resolution to satisfaction.

- Present private offering details, technical information, and engagement models to internal and external stakeholders.

- Support customers in building cloud roadmaps covering Infrastructure Architecture, Technical Managed Services, Security & Compliance, Networks, and integration.

- Guide customers on Business Continuity, Security & Compliance, Networks, and related technical aspects.

- Assess security and network requirements to ensure SAP security architecture compliance.

- Conduct monthly technical & operational reviews to measure progress against defined cloud architecture & roadmap.

- Support migration roadmap work with partners, system integrators, and SAP Professional Services.

- Possess comprehensive knowledge of S/4HANA architecture, conversion, migration path, methodology and tools.

- Understand various SAP cloud solutions and integration scenarios with BTP, Ariba, SuccessFactors, etc.

EDUCATION & QUALIFICATION / SKILLS AND COMPETENCIES

- Bachelor’s degree or higher in Computer Science, Engineering, Information Management or related field.

- High proficiency in the SAP product portfolio, offerings, and industry solutions.

- Strong technical project management skills and customer‑facing experience.

- Ability to translate between technical and non‑technical audiences with confidence.

- Engagement management, relationship building and de‑escalation skills.

- Excellent presentation and communication skills.

- Understanding of SAP solutions (releases, platform interdependencies, etc.).

- Operational understanding of SAP solutions in a cloud environment.

- Understanding of at least one hyperscale cloud (AWS, MS Azure or GCP).

- Willingness to undertake short‑notice customer travel.

WORK EXPERIENCE

- 8+ years of experience with SAP Basis administrative duties.

- 8+ years of customer‑facing SAP Technical Consulting experience.

- 8+ years of solution design, enterprise architecture, or SAP implementation.

- 4+ years’ experience in technical project management for SAP Operations or Implementation.

- Certifications such as TOGAF, SAP NetWeaver, OS/DB migration or SAP HANA are plus.

- Experience with IaaS providers (AWS, MS Azure, GCP) is an advantage.

- Cloud security knowledge (Cyber Security, Encryption, key management) is preferred.

COMPENSATION

The targeted combined range for this position is $92,900 - $192,900 (CAD). The actual amount to be offered will be within that range, dependent upon key aspects of each case.

LEGAL & EEO STATEMENTS

SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. Qualified applicants will receive consideration for employment without regard to age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, etc.), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

SAP believes in pay transparency and provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. For more details, please visit SAP Benefits.

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