Technical Service Manager

Requisition ID: 409907
Work Area: Information Technology
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T3
Hiring Manager: Oseas Morales
Recruiter Name: Thais Nadim
Additional Locations:

Please upload your resume in English. Only English resumes will be assessed.

This is a Hybrid Model position, requiring 3 days a week in the office or with customers/partners – subject to local labor law and social partner involvement.

Job Summary: We are seeking an accomplished Senior SAP Professional with a technical background to join our team as a Technical Service Manager. You will be instrumental in delivering high-quality technical managed services, supporting Rise with SAP customers in their SAP S/4HANA Private Cloud adoption journey, and ensuring customer satisfaction through effective service delivery, working along with other roles in SAP.

Key Responsibilities:

• Serve as the primary contact for private cloud customers for technical delivery topics, technology discussions, and other contractual entitlements for technical components as per contract.
• Be the technical landscape owner.
• Responsible for leading technical delivery and management of the system landscape as a representative of SAP Enterprise Cloud Services.
• Accountability as the single orchestrator for End2End delivery from SAP Enterprise Cloud Services.
• Introduce technical managed services scope, roles, and responsibilities as part of customer onboarding to establish and strengthen the partnership.
• Develop strategic technical engagement via service planning with clients by acting as a trusted advisor to establish a focus on core services delivered.
• Proactive management of operational security risk by ensuring maintenance activities are addressed promptly, making customers aware of compliance reports and closure of risk letters.
• Act as a trusted technical advisor in safeguarding and sharing the innovation roadmap with the customer.
• Maintain close collaboration with ECS (Enterprise Cloud Services) Technical Operations to drive operational topics including ticket handling.
• Establish good relationships with all customer-facing roles in SAP to provide a One SAP experience.
• Be part of the SAP overall governance model set up for each customer.
• Active internal and external stakeholder management.
• Proactively add value to customer (business) through aligning VAT (virtual account team) initiatives.
• Guide customers on key topics like Business Continuity, Security & Compliance.
• Maintain customer satisfaction through proactive issue mitigation and escalation management.
• Support customer critical situations and de-escalations.
• Protect ECS revenue by being proactive in managing balance statement reviews, supporting contract renewals, and other revenue leakage possibilities.

Education and Qualifications:

• Bachelor’s degree or higher in Computer Science, Engineering, Information Management, Business Administration, or related fields.
• High proficiency in customer communications and presentations.
• Strong understanding of SAP solutions, including S/4HANA architecture, conversion, migration paths, and tools.
• Proficiency in English is mandatory; additional language skills are an asset.

Work Experience:

• Minimum of 6 years of SAP Technical Administration with SAP Basis skills.
• 3 years of customer-facing SAP Technical Consulting experience.
• Experience in solution design, enterprise architecture, and SAP implementation.
• Knowledge of SAP RISE or ECS experience is advantageous.
• Experience in technical project planning, implementation, and configuration.

Skills and Competencies:

• Strong background in SAP solutions, technology, and products, and cloud technology.
• Ability to work effectively as part of a virtual, dynamic, and dispersed team.
• Good understanding of cloud architecture and IT technical infrastructure.
• Strong customer focus, networking, relationship-building, and problem-solving skills.
• Competency in multi-tasking and managing multiple engagements in parallel.

Preferred Skills:

• Certifications in SAP Basis/Application, Project Management, or Hyperscalers (Azure/AWS/GCP).
• Knowledge of Project Management, IT Service Management standards (e.g., ITIL (Information Technology Infrastructure Library)) and methodologies for SAP IT operations.

What You Bring:

• High interest in technical topics and motivation to learn.
• Excellent communication skills and experience in customer-facing roles.
• Ability to switch communication styles for technical and non-technical audiences.
• Pro-active problem-solving attitude and customer-first mindset.
• Experience working in international and global virtual matrix organizations.