Senior Technical Service Manager, Enterprise Cloud Services, Palo Alto
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.
About the Team
The Customer Delivery Engagement (CDE) organization is the global team within SAP Enterprise Cloud Services overseeing all aspects of Customer Engagement from the point of sale throughout the entire lifecycle and providing commercial, project, and technical operations expertise.
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, internal and external 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. The mission of the CDE Organization is to maximize customer success by managing complexity, ensuring stable operations, mitigating risk, and lowering total cost of operation.
The Role
We are looking for a Senior Technical Service Manager (TSM) with SAP technical consulting experience. As a key member of ECS, you will contribute to SAP's global strategy of helping customers adopt SAP S/4HANA on their path to the Intelligent Enterprise.
The Sr. TSM acts as a trusted technical advisor in the safeguarding and optimization of customer investments into SAP ECS. The Sr. TSM owns the customer landscape and will advise on critical and complex landscape changes during lifecycle management. This is a customer-facing role focused on Large & Strategic Customers.
Key Responsibilities
- Primary contact for the customer regarding technology discussions.
- Own technical discussions with the customer and orchestrate experts from the SAP delivery organization as required.
- Ownership & detailed understanding of the customer landscape managed within ECS.
- Support the CDM and TechOps teams for execution of the service delivery plan.
- Analyze customer technical requirements and coordinate experts from ECS Delivery team.
- Present technical details and engagement model to internal and external stakeholders.
- Support customer-specific cloud roadmaps covering Infrastructure Architecture, Technical Managed services, security, and integration.
- Guide customers on technical aspects like Business Continuity, Security & Compliance, Networks, etc.
- Conduct Technical & operational reviews to measure progress against defined Cloud architecture & roadmap.
- Support the migration roadmap with partners, System Integrators, and/or SAP Professional Services.
- Comprehensive knowledge of S/4HANA architecture, conversion, migration path, methodology, and tools.
- Understanding of various SAP cloud solutions and integration scenarios.
Education and Qualifications/Skills and Competencies
- Bachelor’s degree or higher in Computer Science, Engineering, or Information Management.
- Proficiency in customer communications and presentations.
- Proficiency in the SAP product portfolio and industry solutions.
- Good understanding of operational aspects of SAP solutions in a cloud environment.
- Good understanding of capabilities of at least one Hyperscale Cloud (AWS, MS Azure, or GCP).
- Willingness to undertake customer-related travel on short notice.
Work Experience
- 8+ years of experience with SAP Basis administrative duties REQUIRED.
- 8+ years of customer-facing SAP Technical Consulting experience.
- 8+ years of solution design, enterprise architecture, and/or SAP implementation.
- SAP NetWeaver, OS/DB migration, SAP HANA, TOGAF certifications are a plus.
- Experience and certifications with IaaS Providers (AWS, MS Azure, or GCP) are an advantage.
- Knowledge of Cloud security including Cyber Security, Encryption, and key management is preferred.
Compensation Range Transparency : SAP believes in pay transparency. The targeted combined range for this position is $123,600 - $256,100 (USD). The actual amount will be based on education, skills, experience, and other factors.
Requisition ID : 408407 | Work Area : Information Technology | Expected Travel : 0 - 10% | Career Status : Professional | Employment Type : Regular Full Time | Additional Locations : #LI-Hybrid
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