Technical Service Manager, Global Cloud Operations, Palo Alto

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

The Global Cloud Operation (GCO) team ensures customers get maximum value from their cloud journey through strong end-to-end operations. Enterprise Cloud Services (ECS) operates SAP’s Cloud ERP Private offering (RISE with SAP), delivering technical managed services globally. Technical Service Managers (TSMs) oversee all technical aspects of the customer lifecycle, providing proactive, fixed-scope, outcome-based services across the full SAP stack. ECS helps customers maintain stable IT operations and supports their transition to the intelligent enterprise with S/4HANA. The organization focuses on reducing complexity, ensuring stability, mitigating risk, lowering total cost of ownership, and enabling customers to innovate efficiently.

Responsibilities

• Primary contact for the customer regarding technology and cloud service delivery discussions.
• Run regular cadence with stakeholders at customer and manage expectations with regards to service delivery. Act as 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 & detailed understanding of the customer landscape managed within ECS & understand 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 / co-ordinate experts from ECS 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.
• Support the customer or SAP services teams to build customer-specific cloud roadmaps that cover 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 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 on 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.

Requirements

• 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).
• Willingness to undertake customer-related travel on short notice.
• 6+ years of experience with SAP Basis administrative duties REQUIRED.
• 6+ years of customer-facing SAP Technical Consulting experience.
• 6+ years of solution design, enterprise architecture, and/or SAP implementation.
• 4+ years’ experience in technical project management for SAP Operations or Implementation.

Nice to Have

• SAP NetWeaver, OS/DB migration, SAP HANA, TOGAF 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.
• Understanding of Cloud ERP Private (RISE with SAP).
• Cloud security including Cyber Security, Encryption, and key management knowledge is preferred.

Pay

The targeted annual combined range for this position is $90,600-$208,000. The actual amount to be offered to the successful candidate will be within that range, dependent upon key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance.

Benefits

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