Technical Services Manager - Global Cloud Operations (GCO), North America

Requisition ID: 448864

Work Area: Information Technology

Expected Travel: 0 - 10%

Career Status: Professional

Employment Type: Regular Full Time

Career Level: T3

Hiring Manager: Sean Bruce 

Recruiter Name: Thais Nadim

Please, submmit your resume in English. Only resumes in English will be considered. 

This position requires you to commit to out hybrid-work model policy and you'll be expected to be at SAP office 3x a week. 

ABOUT THE TEAM

Within the Customer Value Group board area, the mission of the Global Cloud Operation (GCO) is to ensure maximum value for every customer throughout their cloud journey by delivering exceptional E2E operational experience and seamless technical adoption. Within GCO, the mission of the Enterprise Cloud Services (ECS) delivery organization is to run and operate SAP’s Cloud ERP Private offering. ECS delivers the technical managed services and technical operations across entire stack of Cloud ERP Private (RISE with SAP) and helps thousands of customers globally to become intelligent enterprise. Services are delivered from all regions (EMEA/MEE/AMER/APAC) having a strong international focus and cultural diversity.

Technical Service Managers (TSM) is the role within SAP Enterprise Cloud Services (ECS) organization overseeing all technical and technical managed service aspects of the Customer Engagement from the point of sale throughout the entire lifecycle of customer RISE contract. They deliver fixed-scope, proactive and outcome-based services across the entire SAP software stack to SAP’s RISE customers. This team is dedicated to customer centricity, client intimacy and support of client lifecycle management.

We create a stable foundation for our customers’ IT operations and support customers on their digital transformation journey to the intelligent enterprise based on S4/HANA. With continuous access to our expertise and the broader SAP expert network, our customers can take advantage of the latest technologies to support continuous business innovation. SAP ECS helps customers accelerate their innovation adoption, delivering the flexibility to adapt to business changes, rapidly implement technologies and standardize and optimize operations of SAP centric solutions. The mission of this organization is to maximize the customer success by helping to manage complexity, ensure stable operations, mitigate risk and lowering total cost of operation, support customers on their journey to the intelligent enterprise powered by S4/HANA and releasing investment as well as customer resource capacity for innovation.

THE ROLE

As Technical Service Manager (TSM), we are looking for an accomplished Senior SAP Technical Consultant in delivering high-quality results consistently. As a key member of ECS, you will be contributing to SAP's Global strategy of helping customers with adoption of SAP S/4HANA on their path to the Intelligent Enterprise.

Technical Service Manager (TSM) acts as a trusted technical & Delivery advisor in the safeguarding and optimization of customer investments into SAP ECS. TSM owns the customer landscape and advise on critical and complex landscape changes during life cycle management. TSM will work as a team with ECS internal service delivery and other roles within SAP to serve and delight our customers, by providing quality services throughout their entire lifecycle.

*This is a customer-facing role where you will be part of the ECS North America regional team.

Following are the key tasks that this role will perform:

· Primary contact for the customer regarding technology and cloud service delivery discussions.

· Run regular cadence with stakeholders at customer and manage expectations with regards to service delivery. Act as first escalation point.

· Own the technical discussions with the customer and act as the orchestrator of experts to obtain expertise from the SAP delivery organization as required.

· Ownership & detailed understanding of the customer landscape managed within ECS & understand interdependencies between systems (both within ECS and beyond).

· Support the Account team and the TechOps teams for execution of the service delivery plan and calendar.

· Analyze customer technical requirements and organize / co-ordinate experts from ECS Delivery team and drive those topics to resolution to the satisfaction of the customer.

· Present the intricacies of the private offering, technical details, and engagement model to internal and external stakeholders.

· Support the customer or SAP services teams to build customer-specific cloud roadmaps that cover topics around Infrastructure Architecture, Technical Managed services, security, and integration.

· Guide customers on all technical aspects like Business Continuity, Security & Compliance, Networks, etc.

· Assess customer security and network requirements to make sure the SAP security architecture framework can meet customer requirements.

· Conduct Technical & operational reviews (monthly) to measure the progress against defined Cloud architecture & roadmap; establish and drive resolution plans to resolve issues and problems to completion.

· Support the migration roadmap together with partners, System Integrators, and or SAP Professional Services.

· Comprehensive knowledge on S/4HANA architecture, conversion, migration path, methodology and tools.

· Understanding of various SAP cloud solutions and integration scenarios of SAP systems with BTP, Ariba, Successfactors etc.

EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES

· Bachelor’s degree or higher in one of the following areas: Computer Science, Engineering, Information Management.

· High proficiency in the SAP product portfolio, offerings, and industry solutions.

· Strong technical project management skills & customer-facing experience

· Strong ability to translate between technical and non-technical audience with confidence

· Strong engagement management, relationship building and de-escalation skills

· Excellent presentation, communication and moderator skills

· Good understanding of SAP solutions (releases, platform interdependencies, etc.)

· Good understanding of operational aspects (Application or Technical) of SAP solutions in a cloud environment.

· Good understanding of capabilities of at least one Hyperscale Clouds (AWS; MS Azure or GCP).

· Willingness to undertake customer-related travel on short notice.

WORK EXPERIENCE

· Demonstrated, advanced-level experience performing SAP Basis administrative duties is REQUIRED.

· Extensive, client-facing background in SAP Technical Consulting.

· Strong track record in solution design, enterprise architecture, and/or SAP implementation within complex environments.

· Proven experience in technical project management for SAP Operations or SAP Implementation.

· SAP NetWeaver, OS/DB migration, SAP HANA, TOGAF certifications are plus.

· Experience and certifications with IaaS Providers (AWS, MS Azure, or GCP) are an advantage.

· SAP HANA and S/4 HANA skills would be very helpful but not mandatory.

· Understanding of Cloud ERP Private (RISE with SAP)

· Cloud security including Cyber Security, Encryption, and key management knowledge is preferred.  

#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
SAP’s 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

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

Requisition ID: 448864  | Work Area: Information Technology  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations:  #LI-Hybrid