Senior Technical Service Manager, Enterprise Cloud Services (West)

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The Role

We are looking for an accomplished Senior Senior Technical Service Manager (TSM),   As a key member of SAP Enterprise Cloud Service (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.

The TSM acts as a trusted technical advisor in the safeguarding and optimization of customer investments into SAP ECS. TSM will work as a team with Customer Delivery Managers (CDMs) and 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.

 

What you will do

Following are the key tasks that this role will perform:

• Primary contact for the customer regarding technology discussions.
• 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 CDM 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 SCP, Ariba, Successfactors etc.

 

What you will bring

• Bachelor’s degree or higher in one of the following areas: Computer Science, Engineering, Information Management
• 8+ years of experience with SAP Basis administrative duties REQUIRED
• 8+ years of customer-facing SAP Technical Consulting experience
• 8+ years of solution design, enterprise architecture, and or SAP implementation
• High proficiency in customer communications and presentations is required
• High proficiency in the SAP product portfolio, offerings, and industry solutions
• 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 least one Hyperscale Clouds (AWS; MS Azure or GCP)
• Willingness to undertake customer-related travel on short notice

 

Nice to have  

• SAP NetWeaver, OS/DB migration, SAP HANA, TOGAF certifications are plus
• Experience and certifications with IaaS Providers (AWS, MS Azure, or GCP) are an advantage
• SAP HANA and S/4 HANA skills would be very helpful but not mandatory
• Cloud security including Cyber Security, Encryption, and key management knowledge is preferred

 

*Must be located in Pacific Time Zone

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