Senior Technical Service Manager, Enterprise Cloud Services, Houston

SAP SE; Houston (TX); On-site; USD 109,000 - 228,000; Full time

Job summary

An established industry player is seeking a Senior Technical Service Manager to drive customer engagement and technical service delivery. This pivotal role involves collaborating with clients to ensure successful adoption of SAP S/4HANA, managing expectations, and orchestrating expert resources for optimal service outcomes. You will leverage your extensive experience in SAP Basis administration and project management to enhance client relationships and guide them through their digital transformation journey. Join a company that values inclusion and offers a dynamic work environment focused on health, well-being, and professional growth.

Qualifications

• 8+ years of SAP Basis administration and technical consulting experience required.
• Strong project management and customer-facing skills are essential.

Responsibilities

• Act as primary contact for customers regarding technology and service delivery.
• Analyze customer technical requirements and coordinate expert resources.

Skills

SAP Basis Administration

Technical Project Management

Customer Engagement

Communication Skills

Relationship Building

Problem Solving

Education

Bachelor’s degree in Computer Science

Bachelor’s degree in Engineering

Bachelor’s degree in Information Management

Tools

SAP S/4HANA

Cloud Services

Job description

Senior Technical Service Manager, Enterprise Cloud Services, Houston

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. 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.

ABOUT THE TEAM

The Customer Delivery Engagement (CDE) organization is the global team within SAP Enterprise Cloud Services overseeing all aspects of Customer Engagement from the point of sale throughout the entire lifecycle. 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.

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.

Following are the key tasks that this role will perform:

1. Primary contact for the customer regarding technology and cloud service delivery discussions.
2. Run regular cadence with stakeholders at customer and manage expectations with regards to service delivery. Act as first escalation point.
3. Own the technical discussions with the customer and act as the orchestrator of experts to obtain expertise from the SAP delivery organization as required.
4. Ownership & detailed understanding of the customer landscape managed within ECS & understand interdependencies between systems.
5. Support the Account team and the TechOps teams for execution of the service delivery plan and calendar.
6. Analyze customer technical requirements and organize / co-ordinate experts from ECS Delivery team and drive those topics to resolution.
7. Present the intricacies of the private offering, technical details, and engagement model to internal and external stakeholders.
8. Guide customers on all technical aspects like Business Continuity, Security & Compliance, Networks, etc.
9. Conduct Technical & operational reviews (monthly) to measure the progress against defined Cloud architecture & roadmap.

EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES

1. Bachelor’s degree or higher in one of the following areas: Computer Science, Engineering, Information Management.
2. High proficiency in the SAP product portfolio, offerings, and industry solutions.
3. Strong technical project management skills & customer-facing experience.
4. Strong ability to translate between technical and non-technical audience with confidence.
5. Strong engagement management, relationship building and de-escalation skills.
6. Excellent presentation, communication and moderator skills.
7. Good understanding of operational aspects of SAP solutions in a cloud environment.

WORK EXPERIENCE

1. 8+ years of experience with SAP Basis administrative duties REQUIRED.
2. 8+ years of customer-facing SAP Technical Consulting experience.
3. 8+ years of solution design, enterprise architecture, and or SAP implementation.
4. 4+ years’ experience in technical project management for SAP Operations or Implementation.

We win with inclusion

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone feels included and can run at their best.

SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities.

Compensation Range Transparency: The targeted combined range for this position is $109,100-$227,500 USD.

Requisition ID: 419399 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time