Senior Technical Service Manager

We help the world run better
At SAP we keep it simple: you bring your best to us and well bring out the best in you. Were builders touching over 20 industries and 80% of global commerce and we need your unique talents to help shape whats next. The work is challenging but it matters. Youll find a place where you can be yourself prioritize your wellbeing and truly belong. Whats in it for you Constant learning skill growth great benefits and a team that wants you to grow and succeed.

What youll do

SAP Enterprise Cloud Services (ECS) organization is responsible for providing cloud hosted infrastructure technical & application managed services to our SAP private cloud customers. The Technical Service Manager (TSM) plays a critical part in helping our customers accelerate their cloud transformation journey and enable them to achieve the business values and outcomes they want from their SAP landscape. This includes analyzing customers business requirements and problems and working across the SAP Enterprise Cloud Services and other SAP departments to provide quality services to our customers resolve technical complexities and accompany them throughout their entire cloud transformation journey.

As Technical Service Manager you will be responsible for the following tasks:

• Primary contact for customers for discussions about SAP technology and innovations and serve as an escalation point person for technical issues service requests and incidents
• Understand the customer business goals and challenges to suggest technical solutions & services
• Offer comprehensive knowledge on SAP S/4HANA architecture conversion migration path methodology and tools
• Understand the SAP high availability or disaster recovery architecture network and virtual technologies (load-balancer virtual machine)
• Identify top issues define & execute service plan activities and orchestrate implementation of technical action items across customer landscapes
• Design optimal SAP configuration to maximize system performance and availability.
• Identify and position offerings by SAP that deliver value to the customer.

What do you need to bring:

• Fluency in English AND Arabic is mandatory. Any other language is an advantage
• Minimum 10 years of SAP Technical administration and operations of SAP Solutions (preferably in the domain of SAP Basis)
• Minimum 8 years of experience in a customer-facing role
• Hands on experience and working knowledge of Unix/Linux flavors SAP HANA and Sybase data bases
• Experience in de-escalating critical know-how on SAP Technologies and Products (SAP certification highly beneficial)
• Hyperscalers certification (AWS Azure GCP) is a plus
• Strong customer orientation with a focus on relationship- expectation- and de-escalation managemen

Meet your team

ECS organization is a global organization and the regional TSM team is located across South of Europe Middle East and Africa. We are highly diverse and positive spirited team. Next to our obsession for customer satisfaction we value internal knowledge sharing & collaboration as well as make ECS organization a little better every day. We ask for your application to be submitted in English language only.

#SAPECSCareer

Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software SAP has evolved to become a market leader in end-to-end business application software and related services for database analytics intelligent technologies and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide we are purpose-driven and future-focused with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries people or platforms we help ensure every challenge gets the solution it deserves. At SAP you can bring out your best.

We win with inclusion
SAPs culture of inclusion focus on health and well-being and flexible working models help ensure that everyone regardless of background feels included and can run at their best. At SAP we believe we are made stronger by the unique capabilities and qualities that each person brings to our company and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.

SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application please send an e-mail with your request to Recruiting Operations Team:

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

Qualified applicants will receive consideration for employment without regard to their age race religion national origin ethnicity gender (including pregnancy childbirth et al) sexual orientation gender identity or expression protected veteran status or disability in compliance with applicable federal state and local legal requirements.

Successful candidates might be required to undergo a background verification with an external vendor.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 438650 Work Area: Information Technology Expected Travel: 0 - 10% Career Status: Professional Employment Type: Regular Full Time Additional Locations: #LI-Hybrid