Technical Services 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.

Job Summary: We are seeking an accomplished Senior SAP Professional with 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 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 toestablish 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 maintenanceactivities are addressed promptly making customers aware of compliance reports and closure of risk letters.
• Act as a trusted technical advisor in safeguarding and sharing 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 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 supportingcontract renewals and other revenue leakage possibilities.

Education and Qualifications

• Bachelors degree or higher in one of the following areas: Computer Science Engineering Information Management

• 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.

• Hyperscaler certification (AWS Azure GCP) is a plus
• Analytical solution-oriented and experience in working with cross-cultural teams

• Competency in multi-tasking and managing multiple engagements in parallel.

Preferred Skills:

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

Work Experience

• Minimum of 8 years of SAP Technical Administration with SAP Basis skills.
• Minimum 6 years of customer-facing SAP Technical Consulting experience role and should have excellent command on de-escalating the critical situations.
• 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.

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.

Language Skills

• English (advanced/fluent written & spoken) & Spanish

Location

Monterrey or CDMX

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.

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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: 440996 Work Area: Information Technology Expected Travel: 0 - 10% Career Status: Professional Employment Type: Regular Full Time Additional Locations: #LI-Hybrid