Senior Technical Service Manager, Global Cloud Operations, Palo Alto

About The Team

Customer Delivery Engagement (CDE) organization is the global team within SAP Enterprise Cloud Services overseeing all aspects of the Customer Engagement from the point of sale throughout the entire lifecycle and providing commercial, project, and technical operations expertise. 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. 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 to manage complexity, ensure stable operations, mitigate risk, and lower the total cost of operation. We support customers on their journey to the intelligent enterprise powered by S4/HANA, releasing investment as well as customer resource capacity for innovation.

About 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 contribute to SAP's Global strategy of helping customers with the adoption of SAP S/4HANA on their path to the Intelligent Enterprise. The Technical Service Manager acts as a trusted technical and delivery advisor in safeguarding and optimizing customer investments into SAP ECS. TSM owns the customer landscape and advises on critical and complex landscape changes during lifecycle management.

TSM will work as a team with ECS internal service delivery to serve and delight our customers by providing quality services throughout their entire lifecycle. This is a customer-facing role focused on Large & Strategic Customers where you will be part of the Enterprise Cloud Services delivery organization.

Responsibilities

• 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.
• Act as the first escalation point.
• 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 and detailed understanding of the customer landscape managed within ECS, including interdependencies between systems (both within ECS 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/coordinate experts from the ECS Delivery team to drive 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.
• Support the customer or SAP services teams to build customer-specific cloud roadmaps covering topics around Infrastructure Architecture, Technical Managed Services, security, and integration.
• Guide customers on all technical aspects like Business Continuity, Security & Compliance, Networks, etc.
• Assess customer security and network requirements to ensure the SAP security architecture framework can meet customer requirements.
• Conduct Technical & operational reviews (monthly) to measure 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.

Requirements

• Bachelor’s degree or higher in one of the following areas: Computer Science, Engineering, Information Management.
• 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 implementation.
• 4+ years’ 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.
• High proficiency in the SAP product portfolio, offerings, and industry solutions.
• Strong technical project management skills 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.
• 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

• 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 would be very helpful but not mandatory.
• Cloud security including Cyber Security, Encryption, and key management knowledge is preferred.

Benefits

SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted annual combined range for this position is $163,400 - $277,600. The actual amount to be offered to the successful candidate will be within that range, dependent upon key aspects of each case such as education, skills, experience, scope of the role, location, etc. Any SAP variable incentive includes a targeted dollar amount, and any actual payout amount is dependent on company and personal performance.

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

Requisition ID: 457615 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time