Technical Service Manager (SAP Basis) KL, Malaysia

TipTopJob.com Malaysia; Kuala Lumpur; On-site; MYR 120,000 - 160,000; Full time

Job summary

A global technology leader is seeking a Technical Service Manager (SAP Basis) in Kuala Lumpur. The role involves acting as a primary point of contact for customers, resolving escalations, and collaborating on solutions. Candidates should possess a Bachelor's degree in a relevant field, extensive SAP experience, and strong customer service skills. This opportunity promises a dynamic work environment and professional growth, with a commitment to employee wellbeing and inclusiveness.

Benefits

Constant learning opportunities

Strong focus on wellbeing

Collaborative team environment

Qualifications

• 9+ years of experience in SAP technology focused on BASIS.
• 5+ years of experience in customer-facing roles.
• Experience managing customer escalations effectively.

Responsibilities

• Serve as the primary technical contact for customers.
• Manage and resolve customer escalations.
• Collaborate with delivery units to meet customer needs.

Skills

SAP technologies expertise

Customer service focus

Analytical mindset

Excellent English communication

Technical project management

De-escalation and conflict resolution

Education

Bachelor's degree in Computer Science, Engineering, or Information Management

Tools

SAP certification

Virtualization technologies

Networking skills

Job description

Technical Service Manager (SAP Basis) KL, Malaysia

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.

PROGRAM DESCRIPTION

Within the Customer Services and Delivery (CS&D) board area, the mission of SAP Enterprise Cloud Services is to shape the future of SAP by providing a comprehensive, end-to-end managed services experience that supports customers throughout their cloud transformation journey. Our goal is to offer a range of cloud deployment options, leveraging SAP’s infrastructure, partner infrastructures, and public cloud platforms.

THE ROLE

The Technical Service Manager (TSM) plays a critical role within the SAP Enterprise Cloud Services - APJ & GCR organization as a trusted advisor, responsible for safeguarding and optimizing customers' investments in SAP Enterprise Cloud Services. As the primary point of contact for customers in technical discussions and escalations, the TSM is tasked with developing a deep understanding of each customer’s landscape, advising on technical requirements, and addressing complex challenges throughout the customer lifecycle. This role also involves close collaboration with Customer Delivery Managers and internal delivery teams to ensure customer satisfaction through the delivery of high-quality services.

ROLE REQUIREMENTS

Key Responsibilities

• Serve as the primary technical contact for SAP Enterprise Cloud Services customers, offering guidance and support across their lifecycle.
• Gain a deep understanding of customer goals and challenges to offer tailored solutions and recommendations.
• Manage and resolve escalations related to SAP Enterprise Cloud Services customer landscapes.
• Advocate for value-added services within the SAP Enterprise Cloud Services portfolio to meet customer needs.
• Collaborate with SAP Enterprise Cloud Services delivery units to establish long‑term service plans and account visions.
• Participate in on‑site customer visits when necessary and support customers’ Intelligent Enterprise transformation as a technical consultant.

Education, Skills, and Competencies

• Bachelor’s degree in Computer Science, Engineering, or Information Management (or equivalent experience).
• Solid expertise in SAP technologies (SAP certification preferred).
• Strong focus on customer service and communication, with the ability to explain technical details to non‑technical audiences effectively.
• Analytical and solution‑focused mindset with excellent English communication and presentation skills.
• Proven skills in managing customer escalations, process improvements, and key relationships.
• Working knowledge of hyperscalers, multi‑cloud integrations, networking, and virtualization technologies (e.g., load balancers, VMs).
• Ability to perform under pressure and consistently deliver value to customers and the organization.
• Experience working with international and cross‑cultural teams for seamless project execution.

Work Experience

• 9+ years of SAP technology (BASIS) experience in the IT industry.
• 5+ years of customer‑facing experience, with demonstrated skills in de‑escalation, conflict resolution, and executive‑level relationship management.
• Proven technical project management skills to handle complex customer projects efficiently and resolve issues effectively.

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.

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: Careerssap.

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.

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, please refer to our 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: 438701 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid