Job Description

We help the world run better

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. How? 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 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. Your will act as a trusted technical advisor to our customers and partners. This includes analysing customer’s 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 business, goals, and challenges to suggest technical solutions & services
• Offer comprehensive knowledge on 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