Job Description

We help the world run betterAt SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.JOBTITLETechnical Service Manager in SAP Enterprise Cloud Services (ECS)ABOUT SAPAs market leader in enterprise application software, SAP helps companies of all sizes and industries run better. From back office to boardroom, warehouse to storefront, desktop to mobile device \xe2\x80\x93 SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition.PROGRAM DESCRIPTIONAs 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\xe2\x80\x99s 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 ROLETechnical Service Manager (TSM) is a critical role from SAP ECS - APJ & GCR organization, who acts as a trusted advisor in the safeguarding and optimization of customer \xe2\x80\x98s investments into SAP Enterprise cloud services. TSM governs customer relationship management from a technical perspective, while advocating for the customer and bringing the power of ECS to enrich customer experience. TSM will work as a team with Customer Delivery Managers to serve and delight ECS customers, by providing quality services to satisfy their needs and resolving technical complexities throughout their entire lifecycle. To increase our delivery strength of TSM role in APJ region, ECS organization is looking for talented SAP technical consultants with prior experience in customer facing and technology areas.ROLE REQUIREMENTSEXPECTATIONS AND TASKS

• Primary contact for the customer regarding technology discussions
• Escalation point for technical issues for the ECS customer landscape
• Gain deep understanding of customer landscape and its interfaces.
• Understand the customer business, goals and challenges in order to suggest solutions/innovation.
• Advise customers on technical requirements, constraints and support in all sorts of technical situations (incl. IT critical situations) throughout their lifecycle in ECS.
• Primary technical point of contact for Client Delivery Manager (CDM)
• Identifies and positions services that deliver value to the customer from the existing ECS portfolio.
• Visit customer on-site for special situations.
• Support customer\xe2\x80\x99s Intelligent Enterprise transformation by acting as technical consultant.
• Work with internal ECS delivery units to derive the long-term account vision and executable service plans

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

• Bachelor\xe2\x80\x99s degree or higher in one of the following areas: Computer Science, Engineering, Information management.
• Solid know-how on SAP Technologies and Products (SAP certification preferred).
• Strong customer service focus.
• Good analytical and solution-oriented thinking
• Excellent written, verbal communication and presentation skills in English
• Should be able to own, lead and coordinate operational tasks, customer escalations, process improvements.
• Able to articulate technical details to non-technical audience such as customer with great clear and concise confidence.
• Good knowledge on network and virtual technologies (load-balancer, virtual machine).
• Ability to work under pressure and constantly add value to customer and within organization.
• Experience in working with cross-cultural teams (international and virtual teams) and get work done smoothly from them.

WORK EXPERIENCE

• Minimum 9 years of experience in SAP Technical Administration (BASIS)
• Minimum 5 years of experience in customer facing role on technical topics and should have excellent command on de-escalating the critical situations.
• Having technical project management experience, ITIL knowledge and/or certification is plus.

#SAPECS #ECS #SAPtechnicalconsultant #SAPBasiscareers\xe2\x80\x8bBring out your bestSAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.We win with inclusionSAP\xe2\x80\x99s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone \xe2\x80\x93 regardless of background \xe2\x80\x93 feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the . Specific conditions may apply for roles in Vocational Training.EOE AA M/F/Vet/Disability:Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.Requisition ID: 404990 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.

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