SAP Technical Service Manager

4 weeks ago

Calgary, Alberta, Canada SAP SE Full time
Technical Service Manager - ECS (Canada)

Unlock Your Potential
SAP is a global leader in business software, and we're committed to helping the world run better. Our company culture is built on collaboration, learning, and development, with a strong focus on recognition and benefits for our employees.

As a Technical Service Manager (TSM) in our ECS organization, you'll play a key role in maximizing customer success by taking responsibility for smooth end-to-end operations and reducing customers' total cost of operation.

Key Responsibilities

As a trusted technical advisor, you'll safeguard and optimize customer investments in SAP ECS. You'll work closely with Customer Delivery Managers (CDMs) and ECS internal service delivery to serve and delight our customers, providing quality services throughout their entire lifecycle.

This is a customer-facing role focused on Large & Strategic Customers, where you'll be part of the Enterprise Cloud Services delivery organization. Your key tasks will include:

  • Primary contact for the customer regarding technology discussions.
  • Ownership & detailed understanding of the customer landscape managed within ECS & understand interdependencies between systems (both within ECS and beyond).
  • Support the CDM 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.
  • Comprehensive knowledge on S/4HANA architecture, conversion, migration path, methodology and tools.
  • Understanding of various SAP cloud solutions and integration scenarios of SAP systems with SCP, Ariba, SuccessFactors etc.

Requirements

We're looking for a Senior SAP Technical Consultant with:

  • Bachelor'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.
  • 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).
  • Willingness to undertake customer-related travel on short notice.
  • Fluency in English is a MUST, any other language an asset.

Experience

  • 5+ years of experience with SAP Basis administrative duties REQUIRED.
  • 5+ years of customer-facing SAP Technical Consulting experience.
  • 5+ years of solution design, enterprise architecture, and or SAP implementation.
  • SAP NetWeaver, OS/DB migration, SAP HANA, TOGAF certifications are 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.

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