Senior Technical Service Manager, GCO Enhanced Operation Services, Palo Alto

SAP•Palo Alto, CA

5d•Hybrid

About The Position

The Customer Delivery Engagement (CDE) organization is the global team within SAP Global Cloud Organization 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 the Global Cloud Organization (GCO) 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. 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 GCO, you will be contributing to SAP's Global strategy of helping customers with adoption of SAP S/4HANA on their path to the Intelligent Enterprise. Technical Service Manager (TSM) acts as a trusted technical & Delivery advisor in the safeguarding and optimization of customer investments into SAP GCO. TSM owns the customer landscape and advise on critical and complex landscape changes during life cycle management. TSM will work as a team with GCO 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 Global Cloud Organization delivery team.

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 GCO & understand interdependencies between systems (both within GCO 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 GCO 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.