Technical Services Manager

SAP; Ciudad de México; Híbrido; MXN 1,648,000 - 2,199,000; Jornada completa

Descripción de la vacante

A leading software company in Mexico is seeking a Senior SAP Professional to join their team as a Technical Service Manager. This role involves managing technical delivery for private cloud customers and ensuring high customer satisfaction. Applicants should have strong SAP and cloud technology backgrounds, alongside substantial experience in customer-facing roles. The position offers a dynamic work environment with opportunities for constant learning and development.

Servicios

Learning opportunities

Great benefits

Flexible working models

Formación

• Minimum of 8 years in SAP Technical Administration with SAP Basis.
• Experience in SAP Technical Consulting with customer-facing roles.
• Strong background in SAP solutions and cloud technology.

Responsabilidades

• Serve as the primary contact for private cloud customers.
• Manage technical delivery and system landscape.
• Ensure customer satisfaction through effective service delivery.

Conocimientos

Customer focus

Networking

Problem-solving

Communication skills

Multi-tasking

Educación

Bachelor's degree in Computer Science or related field

Herramientas

SAP Basis

ITIL

Descripción del empleo

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.

Job Summary

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 Enterprise Cloud Services.
• Accountability as the single orchestrator for End2End delivery from SAP Enterprise Cloud Services
• 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 ECS (Enterprise Cloud Services) 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 contract renewals and other revenue leakage possibilities.

Education and Qualifications

• Bachelor's degree or higher in one of the following areas: Computer Science, Engineering, Information Management
• Strong background in SAP solutions, technology, and products, and cloud technology.
• Ability to work effectively as part of a virtual, dynamic, and dispersed team.
• Good understanding of cloud architecture and IT technical infrastructure.
• Strong customer focus, networking, relationship-building, and problem-solving skills.
• Hyperscaler certification (AWS, Azure, GCP) is a plus
• Analytical, solution-oriented and experience in working with cross-cultural teams
• Competency in multi-tasking and managing multiple engagements in parallel.

Preferred Skills

• Certifications in SAP Basis/Application, Project Management, or Hyperscaler (Azure/AWS/GCP).
• Knowledge of Project Management, IT Service Management standards (e.g., ITIL (Information Technology Infrastructure Library) and methodologies for SAP IT operations.

Work Experience

• Minimum of 8 years of SAP Technical Administration with SAP Basis skills.
• Minimum 6 years of customer-facing SAP Technical Consulting experience role and should have excellent command on de-escalating the critical situations.
• Experience in solution design, enterprise architecture, and SAP implementation.
• Knowledge of SAP RISE or ECS experience is advantageous.
• Experience in technical project planning, implementation, and configuration.

What You Bring

• High interest in technical topics and motivation to learn.
• Excellent communication skills and experience in customer-facing roles
• Ability to switch communication styles for technical and non-technical audiences.
• Pro-active problem-solving attitude and customer-first mindset.
• Experience working in international and global virtual matrix organizations.

Language Skills

• English (advanced/fluent written & spoken) & Spanish

Location

Monterrey or CDMX

Bring Out Your Best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

We Win With Inclusion

SAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e‑mail with your request to Recruiting Operations Team: [e-mail].

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

Successful candidates might be required to undergo a background verification with an external vendor.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, refer to the Guidelines for Ethical Usage of AI in the Recruiting Process. Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 440996 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid