Technical Service Manager at 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. 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.
SAP Enterprise Cloud Services (ECS) is part of the Product Engineering board area in SAP. ECS is responsible for providing cloud-hosted infrastructure, technical & application managed services to our SAP private cloud customers. The Technical Service Manager (TSM) is the single point of contact for all technical topics in the context of the customer's S/4 HANA Private Cloud engagement.
What you will do
As a Technical Service Manager, you will contribute to SAP's global strategy by supporting our customers with their SAP S/4 HANA adoption on their path to the Intelligent Enterprise as part of the SAP Enterprise Cloud Services team. TSMs play a critical part in helping our customers accelerate their cloud transformation journey and enable them to achieve the business values and outcomes they want from their SAP landscape. You will act as a trusted technical advisor to our customers and partners. This includes analyzing customers' business requirements and problems and working across the SAP Enterprise Cloud Services and other SAP departments to provide quality services to our customers, resolve technical complexities and accompany them throughout their entire cloud transformation journey.
As Technical Service Manager you will be responsible for the following tasks:
Primary contact for customers for discussions about SAP technology and innovations and serve as an escalation point person for technical issues, service requests, and incidents.
Understand the customer's business, goals, and challenges to suggest technical solutions & services.
Offer comprehensive knowledge of SAP S/4HANA architecture, conversion, migration path, methodology, and tools.
Understand the SAP high availability or disaster recovery architecture, network, and virtual technologies (load-balancer, virtual machine).
Identify top issues, define & execute service plan activities and orchestrate implementation of technical action items across customer landscapes.
Design optimal SAP configuration to maximize system performance and availability.
Identify and position offerings by SAP that deliver value to the customer.
What you need to bring
Minimum 7+ years of SAP Technical administration and operations of SAP Solutions (preferably in the domain of SAP Basis).
Minimum 3 years of experience in a customer-facing role.
Hands-on experience and working knowledge of Unix/Linux flavors, SAP HANA and Sybase databases.
Experience in de-escalating critical situations.
Fluency in Spanish and English is mandatory. Fluency in Italian, Portuguese, or Turkish language is an advantage.
Solid know-how in SAP Technologies and Products (SAP certification highly beneficial).
Hyperscalers certification (AWS, Azure, GCP) is a plus.
Meet your team
ECS organization is a global organization and the regional TSM team is in Spain, Italy, and India. We are a highly diverse and positive-spirited bunch of colleagues. Next to our obsession for customer satisfaction, we value internal knowledge sharing & collaboration as well as making the ECS organization a little better every day.
We ask for your application to be submitted in English language only.
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.
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.
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: 398255 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.
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