Job Description:

JOB DESCRIPTION

Technical Service Manager (TSM) acts as a trusted technical advisor in the safeguarding and optimization of customer investments into the managed cloud environment. TSM governs managed cloud customer relationship management from a technical perspective while advocating for the customer. TSM will work as a team with CDMs and cloud internal service delivery to serve and delight the end-customers by providing quality services to satisfy their needs and resolving technical complexities throughout their entire lifecycle in cloud environment.

Primary contact for the customer regarding technology discussions

Recognized as the escalation point for technical issues for the customer landscape

Deep understanding of customer landscape and its interfaces

Understands the customer business goals and challenges in order to suggest solutions/innovation

Advises customers on technical requirements constraints and support in all sorts of technical situations (incl. IT critical situations) throughout their lifecycle within managed cloud

Primary technical point of contact for Client Delivery Manager (CDM)

Identifies and positions services that deliver value to the customer from the existing portfolio

TSM might visit customer on-site for special situations (i.e. strategic customers kick-off meeting; renewal follow up; discovery workshops; etc.) if required

Supports customers Intelligent Enterprise transformation by acting as technical consultant (Ex: S4HANA conversion)

Works with CDM PL Account executive CAS architects and cloud internal service delivery to derive the long-term account vision and executable service plans.

Deliverables: -

Ensure customer satisfaction on technical delivery and support

Execute on SAP cloud portfolio

Drive innovation portfolio awareness and its implementation

Support with incident & service request management as needed

Coordinate impact and risk assessment for change management of planned activities

Identify and define a service plan to drive stable operations and innovation

Align the service plan review with customer CDM and relevant SAP stakeholders

Lead operational meetings with the customer along with CDM

Customer specific guidance derived out of EWAs RCAs Technical Services and Monthly Service Reviews providing an in-depth review of the generated reports and action items follow up.

Plan and execute Capacity Management Landscape Optimization and other value adding services.

Focus on Problem Management to adopt countermeasures preventing unexpected downtimes

Hands-on for critical activities

On-Call activities if required

We transform. SAP solutions into Value

NTT DATA Business Solutions is a fast-growing international IT company and one of the worlds leading SAP partners. We are a full service provider delivering everything from business consulting to implementation of SAP solutions including hosting services and support.