Senior Technical Service Manager, Global Cloud Operations, Palo Alto

SAP•Stanford, CA

23d•$163,400 - $277,600•Hybrid

About The Position

The Customer Delivery Engagement (CDE) organization is a global team within SAP Enterprise Cloud Services (ECS) responsible for all aspects of customer engagement from sale through the entire lifecycle. They provide commercial, project, and technical operations expertise, delivering fixed-scope, proactive, and outcome-based services across the SAP software stack to SAP’s RISE customers. The CDE team acts as a unified voice for ECS, coordinating communication with clients and stakeholders. They are dedicated to customer centricity, client intimacy, and supporting client lifecycle management. Their mission is to create a stable IT foundation for customers, support their digital transformation to the intelligent enterprise with S/4HANA, and help them leverage the latest technologies for continuous business innovation. CDE aims to maximize customer success by managing complexity, ensuring stable operations, mitigating risk, lowering total cost of operation, and enabling customers to focus on innovation.

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.
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

Nice To Haves

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.
Cloud security including Cyber Security, Encryption, and key management knowledge is preferred.

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.