Technical Service Manager Global Cloud Operations

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.

** Please upload your resume in English. Only English resumes will be assessed. **

**This an Hybrid Model position requiring 3 days a week in the office or with customers/partners subject to local labor law and social partner involvement.**

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 Global Cloud Operations.
• Accountability as the single orchestrator for End2End delivery from SAP Global Cloud Operations.
• 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 GCO (Global Cloud Operations) 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 Computer Science Engineering Information Management Business Administration or related fields.
• High proficiency in customer communications and presentations.
• Hyperscalers certification (AWS Azure GCP) is a plus.
• Strong understanding of SAP solutions including S/4HANA architecture conversion migration paths and tools.
• Proficiency in English is mandatory; additional language skills are an asset.

Work Experience:

• Strong experience under SAP Technical Administration Background (in the domain of SAP Basis skill) and should have knowledge & experience on Administration and Operations of SAP solutions.
• Experience of customer-facing SAP Technical Consulting.
• Solid know-how on SAP Technologies and Products (SAP certification highly beneficial).
• 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.

Skills and Competencies:

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

Preferred Skills:

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

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.

#SAPECSCareers

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

AI Usage in the Recruitment Process

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Requisition ID: 448168 Work Area: Information Technology Expected Travel: 0 - 10% Career Status: Professional Employment Type: Regular Full Time Additional Locations: #LI-Hybrid