Technical Service Manager in SAP Enterprise Cloud Services (ECS)

Be among the first applicants.

SAP SE

Kuala Lumpur

MYR 100,000 - 150,000

Be among the first applicants.

4 days ago

Job description

Technical Service Manager in SAP Enterprise Cloud Services (ECS)

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. 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.

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. 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 within SAP ECS - APJ & GCR organization, acting as a trusted advisor in safeguarding and optimizing customer investments into SAP Enterprise cloud services. TSM governs customer relationship management from a technical perspective, advocating for the customer and enriching customer experience.

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 to suggest solutions/innovation.
Advise customers on technical requirements and support in technical situations throughout their lifecycle in ECS.
Primary technical point of contact for Client Delivery Manager (CDM).
Identify and position services that deliver value to the customer from the existing ECS portfolio.
Visit customers on-site for special situations.
Support customer’s Intelligent Enterprise transformation as a 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).
Good analytical and solution-oriented thinking.
Excellent written, verbal communication, and presentation skills in English.
Ability to lead and coordinate operational tasks and customer escalations.
Able to articulate technical details to a non-technical audience.
Good knowledge of network and virtual technologies.
Ability to work under pressure and add value to the customer and organization.
Experience 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 roles 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. At SAP, you can bring out your best.

We win with inclusion

SAP’s culture of inclusion and flexible working models help ensure that everyone feels included and can run at their best.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender, sexual orientation, gender identity or expression, protected veteran status, or disability.