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Technical Service Manager

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NTT DATA

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Location:
India , Hyderabad

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

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:

  • Primary contact for the customer regarding technology discussions
  • Recognized as the escalation point for technical issues for the customer landscape
  • Primary technical point of contact for Client Delivery Manager (CDM)
  • TSM might visit customer on-site for special situations (i.e., strategic customer’s kick-off meeting
  • renewal follow up
  • discovery workshops
  • etc.) if required

Requirements:

  • Deep understanding of customer landscape and its interfaces
  • Understands the customer business, goals and challenges in order to suggest solutions/innovation
  • Advises customers on technical requirements, constraints and support in all sorts of technical situations (incl. IT critical situations) throughout their lifecycle within managed cloud
  • Identifies and positions services that deliver value to the customer from the existing portfolio
  • Supports customer’s Intelligent Enterprise transformation by acting as technical consultant (Ex: S4HANA conversion)
  • Works with CDM, PL, Account executive, CAS architects and cloud internal service delivery to derive the 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 its implementation
  • Support with incident & service request management as needed
  • Coordinate impact and risk assessment for change management of planned activities
  • Identify and define a service plan to drive stable operations and innovation
  • Align the service plan review with customer, CDM and relevant SAP stakeholders
  • Lead operational meetings with the customer, along with CDM
  • Customer specific guidance derived out of EWAs, RCAs, Technical Services and Monthly Service Reviews, providing an in-depth review of the generated reports and action items follow up
  • Plan and execute Capacity Management, Landscape Optimization and other value adding services
  • Focus on Problem Management to adopt countermeasures, preventing unexpected downtimes
  • Hands-on for critical activities
  • On-Call activities, if required

Additional Information:

Job Posted:
March 01, 2026

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