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Engaged Employer

SAP

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4.2

based on 1.7k Reviews

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Proud winner of ABECA 2024 - AmbitionBox Employee Choice Awards

Top Rated Large Company - 2024

Top Rated Internet/Product Company - 2024

305 SAP Jobs

IT Technology Services Expert

SAP India Pvt.Ltd

4.2

based on 1.7k Reviews

4-7 years

Bangalore / Bengaluru

1 vacancy

IT Technology Services Expert

SAP

posted 3mon ago

Job Role Insights

Flexible timing

Key skills for the job

Computer Science Data Analytics Customer Service Back Office Computer Networking Information Technology

+ 4 more

Job Description

We help the world run better

JOBTITLE

Technical Service Manager - SAP Enterprise Cloud Services

ABOUT SAP

As the market leader in enterprise application software, SAP empowers companies of all sizes and industries to innovate through simplification. From back office to boardroom, warehouse to storefront, on-premise to cloud, and desktop to mobile, SAP enables people and organizations to collaborate more effectively and leverage insights to stay competitive. SAP s applications and services help customers operate profitably, adapt continuously, and grow sustainably.

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 and 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

15+ years of SAP technology (BASIS) experience in the IT industry.
10+ 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.