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The Technical Service Manager (TSM) is a pivotal role that acts as a trusted advisor for customers in managed cloud environments. The TSM is responsible for optimizing customer investments, managing technical relationships, and driving innovation within the SAP cloud portfolio. This position requires a deep understanding of customer needs and the ability to resolve technical complexities effectively. The ideal candidate will have a strong background in SAP and cloud management, along with excellent communication and leadership skills.
Job Responsibility:
Act as trusted technical advisor in safeguarding and optimization of customer investments into managed cloud environment
Govern managed cloud customer relationship management from technical perspective while advocating for customer
Work as team with CDMs and cloud internal service delivery to serve end-customers
Provide quality services to satisfy customer needs and resolve technical complexities throughout entire lifecycle in cloud environment
Be primary contact for customer regarding technology discussions
Be recognized as escalation point for technical issues for customer landscape
Suggest solutions/innovation based on customer business understanding
Advise customers on technical requirements, constraints and support in technical situations
Be primary technical point of contact for Client Delivery Manager
Visit customer on-site for special situations if required
Support customer's Intelligent Enterprise transformation
Derive long-term account vision and executable service plans
Ensure customer satisfaction on technical delivery and support
Execute on SAP cloud portfolio
Drive innovation portfolio awareness and implementation
Support with incident & service request management
Coordinate impact and risk assessment for change management of planned activities
Identify and define service plan to drive stable operations and innovation
Align service plan review with customer, CDM and relevant SAP stakeholders
Lead operational meetings with customer along with CDM
Provide customer specific guidance from EWAs, RCAs, Technical Services and Monthly Service Reviews
Plan and execute Capacity Management, Landscape Optimization and other value adding services
Focus on Problem Management to adopt countermeasures
Perform hands-on critical activities
Perform On-Call activities if required
Requirements:
Deep understanding of customer needs and ability to resolve technical complexities
Strong background in SAP and cloud management
Excellent communication and leadership skills
Deep understanding of customer landscape and its interfaces
Understands customer business, goals and challenges
Ability to advise customers on technical requirements, constraints and support in all sorts of technical situations
Ability to identify and position services that deliver value
Ability to support customer's Intelligent Enterprise transformation by acting as technical consultant
Experience with S4HANA conversion
Ability to work with CDM, PL, Account executive, CAS architects and cloud internal service delivery
Ability to execute on SAP cloud portfolio
Ability to drive innovation portfolio awareness and implementation
Ability to support with incident & service request management
Ability to coordinate impact and risk assessment for change management
Ability to identify and define service plans
Ability to lead operational meetings
Ability to provide customer specific guidance from EWAs, RCAs, Technical Services and Monthly Service Reviews
Ability to plan and execute Capacity Management, Landscape Optimization and other value adding services