Sr. Technical Service Manager
6 days ago
We Help the World Run Better
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.
About the Team
The Customer Delivery Engagement (CDE) organization is the global team within SAP Enterprise Cloud Services overseeing all aspects of Customer Engagement from the point of sale throughout the entire lifecycle. They deliver fixed-scope, proactive and outcome-based services across the entire SAP software stack to SAP’s RISE customers.
The CDE team combines all customer-facing roles inside ECS and presents SAP as "One Voice" through coordinated communication at all levels to our clients. We are dedicated to customer centricity, client intimacy, and support of client lifecycle management.
The Role
We are looking for a Senior Technical Service Manager (TSM) with SAP technical consulting experience. As a key member of ECS, you will contribute to SAP's Global strategy of helping customers with the adoption of SAP S/4HANA on their path to the Intelligent Enterprise.
The Sr. TSM acts as a trusted technical advisor in the safeguarding and optimization of customer investments into SAP ECS. The Sr. TSM owns the customer landscape and will advise on critical and complex landscape changes during lifecycle management. This is a customer-facing role focused on Large & Strategic Customers.
Key Responsibilities:
- Primary contact for the customer regarding technology discussions.
- Own the technical discussions with the customer and act as the orchestrator of experts.
- Detailed understanding of the customer landscape managed within ECS.
- Support the CDM and TechOps teams for execution of the service delivery plan.
- Analyze customer technical requirements and coordinate experts from ECS Delivery team.
- Present technical details and engagement model to stakeholders.
- Support building customer-specific cloud roadmaps covering Infrastructure Architecture, Technical Managed services, security, and integration.
- Guide customers on all technical aspects like Business Continuity, Security & Compliance, and Networks.
- Conduct Technical & operational reviews to measure progress against defined Cloud architecture & roadmap.
- Support the migration roadmap together with partners and SAP Professional Services.
- Comprehensive knowledge on S/4HANA architecture, conversion, and migration path.
- Understanding of various SAP cloud solutions and integration scenarios.
Education and Qualifications/Skills and Competencies:
- Bachelor’s degree or higher in Computer Science, Engineering, or Information Management.
- Proficiency in customer communications and presentations.
- Proficiency in the SAP product portfolio and industry solutions.
- Good understanding of operational aspects of SAP solutions in a cloud environment.
- Understanding of capabilities of at least one Hyperscale Cloud (AWS, MS Azure, or GCP).
- Willingness to undertake customer-related travel on short notice.
Work Experience:
- 8+ years of experience with SAP Basis administrative duties REQUIRED.
- 8+ years of customer-facing SAP Technical Consulting experience.
- 8+ years of solution design, enterprise architecture, and/or SAP implementation.
- SAP certifications are a plus.
- Experience with IaaS Providers (AWS, MS Azure, or GCP) is an advantage.
- Cloud security knowledge is preferred.
Compensation Range Transparency: SAP believes in pay transparency. The targeted range for this position is $105,900-$220,900 USD. The actual amount offered will depend on various factors.
Location: Newtown Square, PA, US, 19073
EOE AA M/F/Vet/Disability
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