IT Technology Services Sr Specialist / Sr Technical Service Manager

As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device, SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

Within the Product Engineering (PE) board area, the mission of Enterprise Cloud Services (ECS) organization is to pave the path for the future SAP by delivering end-to-end Managed services experience during a customer s cloud transformation journey. We strive to provide a spectrum of cloud deployment options for our customers with our own infrastructure, our partners and through public cloud infrastructures.

THE ROLE

Technical Service Manager (TSM) plays a pivotal role within the SAP ECS - APJ & GCR organization, serving as a trusted advisor responsible for safeguarding and optimizing customers investments in SAP Enterprise Cloud Services. Operating as the primary point of contact for technical discussions and escalations, the TSM is tasked with cultivating a deep understanding of the customer landscape, advising on technical requirements, and addressing complex technical challenges throughout the customer lifecycle. This role also involves collaborating with Customer Delivery Managers to ensure customer satisfaction through the delivery of quality services.

ROLE REQUIREMENTS

EXPECTATIONS AND TASKS

• Act as the primary technical contact for ECS customers, providing guidance and support throughout their lifecycle.
• Possess a comprehensive understanding of the customers business, goals, and challenges to offer innovative solutions and recommendations.
• Serve as an escalation point for technical issues related to the ECS customer landscape.
• Identify and advocate for the delivery of value-added services from the existing ECS portfolio.
• Collaborate with internal ECS delivery units to develop long-term account visions and executable service plans.
• Engage in on-site customer visits for special situations and play a pivotal role in supporting customers Intelligent Enterprise transformation as a technical consultant.

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

• Bachelors degree or higher in Computer Science, Engineering, or Information Management.
• Solid expertise and hands-on experience in SAP Technologies and Products (SAP certification preferred).
• Strong customer service focus and exceptional communication skills
• Proficient in analytical and solution-oriented thinking.
• Excellent written, verbal communication, and presentation skills in English.
• Proven ability to manage operational tasks, handle customer escalations, and drive process improvements.
• Skilled in conflict resolution and adept at managing key customer relationships.
• Proficient in articulating technical details to non-technical audiences with clarity and confidence.
• Sound knowledge of Hyperscalers, network, and virtual technologies, including load balancers and virtual machines.
• Ability to thrive in a high-pressure environment and consistently add value to customers and the organization.
• Extensive experience in collaborating with cross-cultural teams, both international and virtual, to achieve seamless project delivery.

WORK EXPERIENCE

• 9+ years of SAP technology (BASIS) experience in the IT industry.
• Minimum 5 years of customer-facing experience, showcasing strong de-escalation, conflict resolution, and executive-level customer relationship management skills.
• Exceptional project management abilities for efficient handling of customer projects and issue resolution.