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 the entire stack of Cloud ERP Private (RISE with SAP) and helps thousands of customers globally to become intelligent enterprise.
THE ROLE
As Technical Service Manager (TSM), you will serve as a trusted technical & delivery advisor to customers, owning the technical discussions and orchestrating experts across SAP to support the SAP S/4HANA Private offering. This customer‑facing role is part of the ECS North America regional team.
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‑coordinate 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 Computer Science, Engineering, or 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 audiences 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 Cloud (AWS; Microsoft 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.
4+ years of experience in technical project management for SAP Operations or Implementation.
SAP NetWeaver, OS/DB migration, SAP HANA, TOGAF certifications are plus.
Experience and certifications with IaaS Providers (AWS, Microsoft 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.
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, etc.), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.
Requisition ID: 451213 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations:
#J-18808-Ljbffr