Senior Technical Service Manager

Overview

At SAP, we keep it simple: you bring your best to us, and we’ll bring out the best in you. We’re builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what’s next. The work is challenging – but it matters. You’ll find a place where you can be yourself, prioritize your wellbeing, and truly belong.

What’s in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

Customer Delivery Engagement (CDE) is the global team within SAP Enterprise Cloud Services that oversees all aspects of customer engagement from the point of sale throughout the entire lifecycle, providing commercial, project, and technical operations expertise. They deliver fixed‑scope, proactive and outcome‑based services across the entire SAP software stack to SAP’s RISE customers.

The CDE team combines all customer‑facing roles inside ECS and presents SAP as “One Voice” through coordinated communication at all levels to our clients and internal stakeholders. We are 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 CDE helps customers accelerate their innovation adoption, delivering the flexibility to adapt to business changes, rapidly implement technologies and standardise and optimise operations of SAP‑centric solutions.

The mission of the CDE organisation is to maximise customer success by helping to manage complexity, ensure stable operations, mitigate risk and lower total cost of operations, support customers on their journey to the intelligent enterprise powered by S4/HANA and release investment as well as customer resource capacity for innovation.

As Technical Service Manager (TSM), we are looking for an accomplished Senior SAP Technical Consultant to deliver high‑quality results consistently. As a key member of ECS, you will be contributing to SAP’s global strategy of helping customers adopt SAP S/4

HANA on their path to the Intelligent Enterprise.

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

This is a customer‑facing role focused on large & strategic customers where you will be part of the Enterprise Cloud Services delivery organisation.

• Primary contact for the customer regarding technology and cloud service delivery discussions.
• Run regular cadence with stakeholders at the 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 organisation 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 Tech Ops teams for execution of the service delivery plan and calendar.
• Analyse customer technical requirements and organise / coordinate experts from the 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…