Technical Service Manager Job Opportunity
The role of Technical Service Manager is pivotal in ensuring the smooth adoption of SAP Private Cloud solutions for customers.
* As a key contact, provide technical delivery expertise on topics such as technology discussions and contractual entitlements.
* Lead the orchestration of end-to-end delivery across SAP Enterprise Cloud Services (ECS), aligning with customer expectations.
* Establish strong partnerships through introducing managed services scope and roles during onboarding.
* Develop strategic technical engagement plans and act as a trusted advisor on SAP innovation roadmaps.
* Manage SLA/KPI reporting, escalations, and operational security risks to ensure business continuity.
* Provide technical support across SAP systems, infrastructure, and hyperscaler environments.
* Coordinate customer activities and contracts with a focus on relationship building.
* Maintain customer satisfaction through proactive issue mitigation and escalation management.
* Collaborate with ECS Technical Operations and other SAP roles to deliver a unified 'One SAP' experience.
Key Responsibilities:
* Serve as primary point of contact for technical delivery matters.
* Manage system landscapes on behalf of SAP ECS.
* Orchestrate cross-functional delivery to meet customer needs.
* Introduce managed services scope and roles during onboarding.
* Develop strategic technical engagement plans.
* Manage SLA/KPI reporting and escalations.
* Ensure business continuity through effective issue resolution.
* Provide technical support across SAP systems and environments.
* Coordinate customer activities and contracts.
* Collaborate with internal teams to deliver a unified customer experience.
Qualifications and Skills:
* Proven experience in technical delivery and service management.
* Strong understanding of SAP technologies and private cloud solutions.
* Excellent communication and interpersonal skills.
* Ability to lead cross-functional teams and manage multiple priorities.
* Strategic thinking and problem-solving skills.
* Experience with SLA/KPI reporting and escalation management.
* Technical knowledge of SAP systems and hyperscaler environments.
* Ability to build and maintain strong relationships with customers and stakeholders.
Benefits:
* Opportunity to work with a leading enterprise software company.
* Chance to develop skills and expertise in technical delivery and service management.
* Collaborative and dynamic work environment.
* Competitive compensation and benefits package.