Senior Technical Service Manager

Senior Technical Service Manager - Enterprise Cloud SAP We help the world run better ABOUT THE TEAM SAP is the global market leader for business software and thus contributes a considerable part of the world's economic power grid. ABOUT THE ROLE As Technical Service Manager, we are looking for an accomplished SAP Basis Consultant in delivering high-quality results consistently. As a key member of ECS, you will be contributing to SAP's Global strategy of helping customers with adoption of SAP S/4HANA on their path to the Intelligent Enterprise. This is an enabling function to help customers accelerate their cloud transformation journey delivering Business Value and Outcomes in the form and pace that customer wants out of their SAP landscape. You will analyze customer’s business requirements, problems, and act as a trusted technical advisor for our clients and partners. EXPECTATIONS AND TASKS Technical Service Manager (TSM) acts as a trusted technical advisor in the safeguarding and optimization of customer investments into SAP ECS. TSM governs ECS customer relationship management from a technical perspective, while advocating for the customer and bringing the power of ECS to enrich customer experience. TSM will work as a team with Customer Delivery Managers and ECS internal service delivery to serve and delight our customers, by providing quality services to satisfy their needs and resolving technical complexities throughout their entire lifecycle. Primary contact for the customer regarding technology discussions, innovations and recognized as the escalation point for technical issues. Understand customer business, goals and challenges in order to suggest solutions & services. Advise customers on technical requirements, constraints and support in all sorts of technical situations (incl. IT critical situations) throughout their lifecycle within ECS. Identify and position ECS services that deliver value to the customer from ECS portfolio. Support customer’s Intelligent Enterprise transformation by acting as technical consultant. Have comprehensive knowledge on S/4HANA architecture, conversion, migration path, methodology and tools. Experience and knowledge in SAP NetWeaver Administration, migration and upgrades. Understands SAP High Availability or Disaster Recovery architecture, network and virtual technologies (load balancer, virtual machine). Identify top issues, define service plan and drive implementation of identified action items across customer landscape. Deep experience in technical planning, implementation, configuration and integration of SAP solutions. Understanding of various SAP cloud solutions and integration scenarios of SAP systems with SCP, Ariba, SuccessFactors etc. (good to have). Design optimal SAP configuration to maximize system performance and availability. EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES Bachelor’s degree or higher in Computer Science, Engineering, Information Management. Solid know-how on SAP Technologies and Products (SAP certification highly beneficial). Analytical, solution-oriented and experience in working with cross-cultural teams or individuals. Hyperscalers certification (AWS, Azure, GCP) is a plus. Experience with shell scripting is desired. LANGUAGE SKILLS English (advanced/fluent written & spoken). Spanish is a plus. WORK EXPERIENCE Strong experience with SAP Technical Administration with SAP Basis and should have knowledge & experience on Administration and Operations of SAP solutions. Experience in customer facing role and should have excellent command on de‑escalating the critical situations. Hands on experience with working knowledge of Unix/Linux flavors. Hands on experience with working knowledge of SAP HANA and Sybase databases. Hyperscaler (Azure, AWS and GCP) knowledge is a plus. EOE AA M/F/Vet/Disability: Qualified applicants will receive consideration for employment without regard to age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, etc.), sexual orientation, gender identity or expression, protected veteran status, or disability. #J-18808-Ljbffr