We help the world run better At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.
This position requires you to attend to SAP'S hybrid work policy of 3x a week in the office.
We are seeking an accomplished Senior SAP Professional with technical background to join our team as a Technical Service Manager. You will be instrumental in delivering high-quality technical managed services, supporting Rise with SAP customers in their SAP S/4HANA Private Cloud adoption journey, and ensuring customer satisfaction through effective service delivery, working along with other roles in SAP.
Key Responsibilities:
- Serve as the primary contact for private cloud customers for technical delivery topics, technology discussions and other contractual entitlements for technical components as per contract.
- Be the technical landscape owner
- Responsible for leading technical delivery and management of system landscape as a representative of SAP Global Cloud Operations.
- Accountability as the single orchestrator for End2End delivery from SAP Global Cloud Operations.
- Introduce technical managed services scope, roles and responsibilities as part of customer onboarding to establish and strengthen the partnership.
- Develop strategic technical engagement via service planning with clients by acting as a trusted advisor to establish a focus on core services delivered.
- Proactive management of operational security risk by ensuring maintenance activities are addressed promptly, making customers aware of compliance reports and closure of risk letters.
- Act as a trusted technical advisor in safeguarding and sharing innovation roadmap with the customer.
- Maintain close collaboration with GCO (Global Cloud Operations) Technical Operations to drive operational topics including ticket handling.
- Establish good relationships with all customer-facing roles in SAP to provide One SAP experience.
- Be part of the SAP overall governance model set up for each customer
- Active internal and external stakeholder management
- Proactively add value to customer (business) through aligning VAT (virtual account team) initiatives
- Guide customers on key topics like Business Continuity, Security & Compliance.
- Maintain customer satisfaction through proactive issue mitigation and escalation management.
- Support customer critical situations and de-escalations
- Protect ECS revenue by being proactive in managing balance statement reviews, supporting contra