Technical Service Manager in SAP Enterprise Cloud Services (ECS)

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JOB TITLE

Technical Service Manager in SAP Enterprise Cloud Services (ECS)

ABOUT SAP

As market leader in enterprise application software, SAP helps companies of all sizes and industries run better. From back office to boardroom, warehouse to storefront, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition.

PROGRAM DESCRIPTION

Within the Product Engineering (PE) board area, the mission of Enterprise Cloud Services (ECS) organization is to deliver end-to-end Managed services experience during a customer’s cloud transformation journey.

THE ROLE

Technical Service Manager (TSM) is a critical role from SAP ECS - APJ & GCR organization, who acts as a trusted advisor in the safeguarding and optimization of customer’s investments into SAP Enterprise cloud services. TSM governs customer relationship management from a technical perspective while advocating for the customer.

ROLE REQUIREMENTS

EXPECTATIONS AND TASKS

• Primary contact for the customer regarding technology discussions
• Escalation point for technical issues for the ECS customer landscape
• Gain deep understanding of customer landscape and its interfaces.
• Understand the customer business, goals and challenges in order to suggest solutions/innovation.
• Advise customers on technical requirements and support in all sorts of technical situations throughout their lifecycle in ECS.
• Primary technical point of contact for Client Delivery Manager (CDM)
• Identifies and positions services that deliver value to the customer from the existing ECS portfolio.
• Visit customer on-site for special situations.
• Support customer’s Intelligent Enterprise transformation by acting as technical consultant.
• Work with internal ECS delivery units to derive the long-term account vision and executable service plans.

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

• Bachelor’s degree or higher in Computer Science, Engineering, or Information Management.
• Solid know-how on SAP Technologies and Products (SAP certification preferred).
• Strong customer service focus.
• Good analytical and solution-oriented thinking.
• Excellent written, verbal communication and presentation skills in English.
• Ability to coordinate operational tasks, customer escalations, process improvements.
• Able to articulate technical details to non-technical audience.
• Good knowledge on network and virtual technologies.
• Ability to work under pressure and add value to customer and organization.
• Experience in working with cross-cultural teams.

WORK EXPERIENCE

• Minimum 9 years of experience in SAP Technical Administration (BASIS).
• Minimum 5 years of experience in customer-facing role on technical topics.
• Technical project management experience, ITIL knowledge and/or certification is a plus.

Bring out your best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively.

We win with inclusion

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone feels included and can run at their best.