Technical Service Manager, Enterprise Cloud Services, Houston

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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. How? 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. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for

your individual contributions, and a variety of benefit options for you to choose from.

ABOUT THE TEAM

Customer Delivery Engagement (CDE) organization is the global team within SAP Enterprise Cloud Services organization overseeing all aspects of the Customer Engagement from the point of sale throughout the entire lifecycle and providing commercial, project, and technical operations expertise. They deliver fixed-scope, proactive and outcome-based services across the entire SAP software

stack to SAP’s RISE customers.

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. With continuous access to our expertise and the broader SAP expert network, our customers can take advantage of the latest technologies to support continuous business innovation. SAP CDE helps customers accelerate their innovation adoption, delivering the flexibility to adapt to business changes, rapidly implement technologies and standardize and optimize operations of SAP centric solutions. The mission of the CDE Organization is to maximize the customer success by helping to manage complexity, ensure stable operations, mitigate risk and lowering total cost of operation, support customers on their journey to the intelligent enterprise powered by S4/HANA and releasing investment as well as customer resource capacity for innovation.

THE ROLE

As Technical Service Manager (TSM), we are looking for an accomplished Senior SAP Technical 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.

Technical Service Manager (TSM) acts as a trusted technical \& Delivery advisor in the safeguarding and optimization of customer investments into SAP ECS. TSM owns the customer landscape and advise on critical and complex landscape changes during life cycle management. TSM will work as a team with ECS internal service delivery to serve and delight our customers, by providing quality services throughout their entire lifecycle.

This is a customer-facing role focused on Large \& Strategic Customers where you will be part of the Enterprise Cloud Services delivery organization.

Following are the key tasks that this role will perform:

• Primary contact for the customer regarding technology and cloud service delivery discussions.
• Run regular cadence with stakeholders at customer and manage expectations with regards to service delivery. Act as first escalation point.
• Own the technical discussions with the customer and act as the orchestrator of experts to obtain expertise from the SAP delivery organization as required.
• Ownership \& detailed understanding of the customer landscape managed within ECS \& understand interdependencies between systems (both within ECS and beyond).
• Support the Account team and the TechOps teams for execution of the service delivery plan and calendar.
• Analyze customer technical requirements and organize / co-ordinate experts from ECS Delivery team and drive those topics to resolution to the satisfaction of the customer.
• Present the intricacies of the private offering, technical details, and engagement model to internal and external stakeholders.
• Support the customer or SAP services teams to build customer-specific cloud roadmaps that cover topics around Infrastructure Architecture, Technical Managed services, security, and integration.
• Guide customers on all technical aspects like Business Continuity, Security \& Compliance, Networks, etc.
• Assess customer security and network requirements to make sure the SAP security architecture framework can meet customer requirements.
• Conduct Technical \& operational reviews (monthly) to measure the progress against defined Cloud architecture \& roadmap; establish and drive resolution plans to resolve issues and problems to completion.
• Support the migration roadmap together with partners, System Integrators, and or SAP Professional Services.
• Comprehensive knowledge on S/4HANA architecture, conversion, migration path, methodology and tools.
• Understanding of various SAP cloud solutions and integration scenarios of SAP systems with BTP, Ariba, Successfactors etc.

EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES

• Bachelor’s degree or higher in one of the following areas: Computer Science, Engineering, Information Management.
• High proficiency in the SAP product portfolio, offerings, and industry solutions.
• Strong technical project management skills \& customer-facing experience
• Strong ability to translate between technical and non-technical audience with confidence
• Strong engagement management, relationship building and de-escalation skills
• Excellent presentation, communication and moderator skills
• Good understanding of SAP solutions (releases, platform interdependencies, etc.)
• Good understanding of operational aspects (Application or Technical) of SAP solutions in a cloud environment.
• Good understanding of capabilities of at