Technical Service Manager in SAP Enterprise Cloud Services (ECS)

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

The mission of the Enterprise Cloud Services (ECS) organization is to deliver end-to-end managed services experience during a customer’s cloud transformation journey. We strive to provide a spectrum of cloud deployment options for our customers.

THE ROLE

The Technical Service Manager (TSM) acts as a trusted advisor in the safeguarding and optimization of customer investments into SAP Enterprise cloud services. TSM governs customer relationship management from a technical perspective, while advocating for the customer and enhancing the customer experience. TSM collaborates with Customer Delivery Managers to provide quality services and resolve technical complexities.

ROLE REQUIREMENTS

EXPECTATIONS AND TASKS

1. Primary contact for the customer regarding technology discussions
2. Escalation point for technical issues for the ECS customer landscape
3. Gain deep understanding of customer landscape and its interfaces
4. Understand the customer business, goals, and challenges to suggest solutions/innovation
5. Advise customers on technical requirements and support in all sorts of technical situations throughout their lifecycle in ECS
6. Primary technical point of contact for Client Delivery Manager (CDM)
7. Identify and position services that deliver value to the customer
8. Visit customer on-site for special situations
9. Support customer’s Intelligent Enterprise transformation
10. Work with internal ECS delivery units to derive the long-term account vision and executable service plans

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

1. Bachelor’s degree or higher in Computer Science, Engineering, or Information Management
2. Solid knowledge of SAP Technologies and Products (SAP certification preferred)
3. Good analytical and solution-oriented thinking
4. Excellent written, verbal communication, and presentation skills in English
5. Ability to lead and coordinate operational tasks, customer escalations, and process improvements
6. Able to articulate technical details to non-technical audiences
7. Good knowledge of network and virtual technologies
8. Ability to work under pressure and add value
9. Experience in working with cross-cultural teams

WORK EXPERIENCE

1. Minimum 9 years of experience in SAP Technical Administration (BASIS)
2. Minimum 5 years of experience in a customer-facing role on technical topics
3. 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. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused.

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. SAP is proud to be an equal opportunity workplace.

Requisition ID: 404990 | Work Area: Information Technology | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.