Senior Technical Service Manager, Global Cloud Operations, Bellevue

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.

About The Team

Customer Delivery Engagement (CDE) organization is the global team within SAP Enterprise Cloud Services (ECS) overseeing all aspects of the Customer Engagement from the point of sale throughout the entire lifecycle. The team provides commercial, project, and technical operations expertise, delivering 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 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 them on their digital transformation journey to the intelligent enterprise based on S/4HANA.

With continuous access to our expertise and the broader SAP expert network, our customers can take advantage of the latest technologies to support continuous business innovation. SAP CDE helps customers accelerate their innovation adoption, delivering the flexibility to adapt to business changes, rapidly implement technologies, and standardize and optimize operations of SAP-centric solutions.

The mission of the CDE Organization is to maximize customer success by helping manage complexity, ensure stable operations, mitigate risk, lower total cost of operation, and support customers on their journey to the intelligent enterprise powered by S/4HANA. This releases investment and customer resource capacity for innovation.

Responsibilities

• Act as the primary contact for the customer regarding technology and cloud service delivery discussions.
• Run regular cadence with stakeholders at the customer and manage expectations regarding service delivery.
• Serve as the first escalation point for technical and delivery issues.
• Own technical discussions with the customer and orchestrate expertise from the SAP delivery organization as required.
• Maintain ownership and detailed understanding of the customer landscape managed within ECS, including interdependencies between systems (both within ECS and beyond).
• Support the Account team and TechOps teams in executing the service delivery plan and calendar.
• Analyze customer technical requirements and coordinate experts from the ECS Delivery team to drive topics to resolution.
• Present the intricacies of the private offering, technical details, and engagement model to internal and external stakeholders.
• Support the customer or SAP services teams in building customer-specific cloud roadmaps covering Infrastructure Architecture, Technical Managed Services, security, and integration.
• Guide customers on all technical aspects such as Business Continuity, Security & Compliance, and Networks.
• Assess customer security and network requirements to ensure the SAP security architecture framework meets customer needs.
• Conduct monthly Technical & Operational reviews to measure progress against the defined Cloud architecture & roadmap; establish and drive resolution plans for issues.
• Support the migration roadmap together with partners, System Integrators, and/or SAP Professional Services.

Requirements

• Bachelor’s degree or higher in Computer Science, Engineering, Information Management, or a related field.
• 8+ years of experience with SAP Basis administrative duties (required).
• 8+ years of customer-facing SAP Technical Consulting experience.
• 8+ years of experience in solution design, enterprise architecture, and/or SAP implementation.
• 4+ years of experience in technical project management for SAP Operations or Implementation.
• 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.
• 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 Cloud (AWS, MS Azure, or GCP).
• Willingness to undertake customer-related travel on short notice.

Skills

• High proficiency in the SAP product portfolio, offerings, and industry solutions.
• Strong technical project management and customer-facing experience.
• Strong ability to translate between technical and non-technical audiences with confidence.
• Strong engagement management, relationship building, and de-escalation skills.
• Excellent presentation, communication, and moderator skills.
• SAP NetWeaver, OS/DB migration, SAP HANA, TOGAF certifications are a plus.
• Experience and certifications with IaaS Providers (AWS, MS Azure, or GCP) are an advantage.
• SAP HANA and S/4 HANA skills are helpful but not mandatory.
• Cloud security knowledge, including Cyber Security, Encryption, and key management, is preferred.

Pay

The targeted annual combined range for this position is $163,400 - $277,800 USD. The actual amount offered will be within that range, dependent on education, skills, experience, scope of the role, location, and other key aspects. Any SAP variable incentive includes a targeted dollar amount, with actual payout dependent on company and personal performance.

Benefits

Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.

Employment Type: Regular Full Time