Technical Service Manager

**We Help the World Run Better** 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. 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 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 (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 adoption of SAP S/4HANA on their path to the Intelligent Enterprise. **EXPECTATIONS AND TASKS** Technical Service Manager (TSM) acts as a trusted technical advisor in the safeguarding and optimization of customer investments into SAP ECS. 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 discussions. - 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 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. **EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES** - 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. **WORK 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. SAPECSCAREERS **Bring Out Your Best** **We Win with Inclusion**