Technical Service Manager (TSM)

SAP SE; Northern (KY); Hybrid; USD 130,000 - 180,000; Full time

Job summary

SAP SE in the United States seeks a trusted Technical & Delivery advisor to safeguard and optimize customer investments into SAP RISE. You’ll lead technical discussions and orchestrate experts to ensure successful, complex landscape changes across NS2 and SAP delivery teams.

You will guide customers on security, continuity, and cloud architecture, coordinating with Account teams and partners to drive outcomes for large and strategic clients. US citizenship is required in this role.

Qualifications

• Bachelor’s degree or higher in Computer Science, Engineering, or Information Management.
• High proficiency in SAP portfolio and industry solutions.
• Strong technical project management and customer-facing experience.
• Ability to translate technical concepts to non-technical stakeholders.

Responsibilities

• Be the primary customer contact for technology and cloud service delivery discussions.
• Support delivery manager with stakeholder cadence and expectations.
• Own technical discussions and coordinate NS2 experts for optimum service delivery.
• Understand customer landscape and interdependencies across NS2.
• Support migration roadmaps with partners and SAP services.
• Present technical details and engagement models to stakeholders.

Skills

Technical PM

Customer-facing

Presentation skills

Stakeholder management

Education

Bachelor's degree in CS/Engineering/IM

Tools

SAP HANA

S/4HANA

AWS

Azure

GCP

Job description

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.

COMPANY DESCRIPTION

SAP is the global market leader for business software and related services, and SAP National Security Services Inc.® (SAP NS2®) is an independent U.S. subsidiary, offering SAP solutions with specialized levels of security and support to meet the requirements of U.S. national security and critical infrastructure customers.

Must be a US Citizen; this position requires access to customer data. All internals must have Manager's approval to transfer.

POSITION SUMMARY:

Trusted technical & Delivery advisor in the safeguarding and optimization of customer investments into SAP RISE. TSM owns the customer landscape and advises on critical and complex landscape changes during life cycle management. TSM will work as a team with NS2 internal service delivery to support our customers, by providing quality services throughout their entire RISE journey. This is a customer-facing role focused on Large & Strategic Customers.

RESPONSIBILITIES:

• Primary contact for the customer regarding technology and cloud technical service delivery discussions.
• Support client delivery manager (CDM) in regular cadence with stakeholders at customer and manage expectations with regard to service delivery.
• 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 NS2 & understanding interdependencies between systems (both within NS2 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 NS2 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.
• 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 of 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 least one Hyperscale Clouds (AWS; MS Azure or GCP).

WORK EXPERIENCE:

• 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 implementations.
• 6+ years' experience in technical project management for SAP Operations or Implementation.
• SAP NetWeaver, OS/DB migration, SAP HANA 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.
• BRIM/CC/CM experience strongly preferred.

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