Technical Service Manager

hace 4 días

San Pedro Garza García, México SAP A tiempo completo

Requisition ID: 409907
Work Area: Information Technology
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T3
Hiring Manager: Oseas Morales
Recruiter Name: Thais Nadim
Additional Locations:
**Please upload your resume in English. Only English resume's will be assessed.**

**Job Summary**: We are seeking an accomplished Senior SAP Professional with technical background to join our team as a Technical Service Manager. You will be instrumental in delivering high-quality technical managed services, supporting Rise with SAP customers in their SAP S/4HANA Private Cloud adoption journey, and ensuring customer satisfaction through effective service delivery, working along with other roles in SAP.

**Key Responsibilities**:

- Serve as the primary contact for private cloud customers for technical delivery topics, technology discussions and other contractual entitlements for technical components as per contract.
- Be the technical landscape owner
- Responsible for leading technical delivery and management of system landscape as a representative of SAP Enterprise Cloud Services.
- Accountability as the single orchestrator for End2End delivery from SAP Enterprise Cloud Services
- Introduce technical managed services scope, roles and responsibilities as part of customer onboarding to establish and strengthen the partnership.
- Develop strategic technical engagement via service planning with clients by acting as a trusted advisor to establish a focus on core services delivered.
- Proactive management of operational security risk by ensuring maintenance activities are addressed promptly, making customers aware of compliance reports and closure of risk letters.
- Act as a trusted technical advisor in safeguarding and sharing innovation roadmap with the customer.
- Maintain close collaboration with ECS (Enterprise Cloud Services) Technical Operations to drive operational topics including ticket handling.
- Establish good relationships with all customer-facing roles in SAP to provide One SAP experience.
- Be part of the SAP overall governance model set up for each customer
- Active internal and external stakeholder management
- Proactively add value to customer (business) through aligning VAT (virtual account team) initiatives
- Guide customers on key topics like Business Continuity, Security & Compliance.
- Maintain customer satisfaction through proactive issue mitigation and escalation management.
- Support customer critical situations and de-escalations
- Protect ECS revenue by being proactive in managing balance statement reviews, supporting contract renewals and other revenue leakage possibilities.

**Education and Qualifications**:

- Bachelor’s degree or higher in Computer Science, Engineering, Information Management, Business Administration, or related fields.
- High proficiency in customer communications and presentations.
- Strong understanding of SAP solutions, including S/4HANA architecture, conversion, migration paths, and tools.
- Proficiency in English is mandatory; additional language skills are an asset.

**Work Experience**:

- Minimum of 6 years of SAP Technical Administration with SAP Basis skills.
- 3 years of customer-facing SAP Technical Consulting experience.
- Experience in solution design, enterprise architecture, and SAP implementation.
- Knowledge of SAP RISE or ECS experience is advantageous.
- Experience in technical project planning, implementation, and configuration.

**Skills and Competencies**:

- Strong background in SAP solutions, technology, and products, and cloud technology.
- Ability to work effectively as part of a virtual, dynamic, and dispersed team.
- Good understanding of cloud architecture and IT technical infrastructure.
- Strong customer focus, networking, relationship-building, and problem-solving skills.
- Competency in multi-tasking and managing multiple engagements in parallel.

**Preferred Skills**:

- Certifications in SAP Basis/Application, Project Management, or Hyperscalers (Azure/AWS/GCP).
- Knowledge of Project Management, IT Service Management standards (e.g., ITIL (Information Technology Infrastructure Library) and methodologies for SAP IT operations.

**What You Bring**:

- High interest in technical topics and motivation to learn.
- Excellent communication skills and experience in customer-facing roles
- Ability to switch communication styles for technical and non-technical audiences.
- Pro-active problem-solving attitude and customer-first mindset.
- Experience working in international and global virtual matrix organizations.

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**SAP'S DIVERSITY COMMITMENT**

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