Technical Service Manager - SAP Enterprise Cloud Services
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 focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work.
THE ROLE
The Technical Service Manager (TSM) plays a critical role within the SAP Enterprise Cloud Services - APJ & GCR organization as a trusted advisor, responsible for safeguarding and optimizing customers' investments in SAP Enterprise Cloud Services. As the primary point of contact for customers in technical discussions and escalations, the TSM is tasked with developing a deep understanding of each customer's landscape, advising on technical requirements, and addressing complex challenges throughout the customer lifecycle.
ROLE REQUIREMENTS
Key Responsibilities
- Serve as the primary technical contact for SAP Enterprise Cloud Services customers, offering guidance and support across their lifecycle.
- Gain a deep understanding of customer goals and challenges to offer tailored solutions and recommendations.
- Manage and resolve escalations related to SAP Enterprise Cloud Services customer landscapes.
- Advocate for value-added services within the SAP Enterprise Cloud Services portfolio to meet customer needs.
- Collaborate with SAP Enterprise Cloud Services delivery units to establish long-term service plans and account visions.
- Participate in on-site customer visits when necessary and support customers' Intelligent Enterprise transformation as a technical consultant.
Education, Skills, and Competencies
- Bachelor's degree in Computer Science, Engineering, or Information Management (or equivalent experience).
- Solid expertise in SAP technologies (SAP certification preferred).
- Strong focus on customer service and communication, with the ability to explain technical details to non-technical audiences effectively.
- Analytical and solution-focused mindset with excellent English communication and presentation skills.
- Proven skills in managing customer escalations, process improvements, and key relationships.
- Working knowledge of hyperscalers, multi-cloud integrations, networking, and virtualization technologies (e.g., load balancers, VMs).
- Ability to perform under pressure and consistently deliver value to customers and the organization.
- Experience working with international and cross-cultural teams for seamless project execution.
Work Experience
- 9+ years of SAP technology (BASIS) experience in the IT industry.
- 5+ years of customer-facing experience, with demonstrated skills in de-escalation, conflict resolution, and executive-level relationship management.
- Proven technical project management skills to handle complex customer projects efficiently and resolve issues effectively.
WHY JOIN US
This is an exciting opportunity to join SAP's dynamic, international team and make a significant impact on the future of cloud services. If you're passionate about driving customer success, thrive in a fast-paced environment, and have deep technical expertise, you will find immense satisfaction in this role.
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.
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. SAP is proud to be an equal opportunity workplace and is an affirmative action employer.
EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Requisition ID: 421341 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.
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