Technical Services Manager

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 are 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. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed. 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. Proactively manage 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 & Qualifications Bachelor’s degree or higher in Computer Science, Engineering, or Information Management. 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. Hyperscaler certification (AWS, Azure, GCP) is a plus. Analytical, solution‑oriented and experience in working with cross‑cultural teams. Competency in multi‑tasking and managing multiple engagements in parallel. Preferred Skills Certifications in SAP Basis/Application, Project Management, or Hyperscaler (Azure/AWS/GCP). Knowledge of Project Management, IT Service Management standards (e.g., ITIL) and methodologies for SAP IT operations. Work Experience Minimum 8 years of SAP Technical Administration with SAP Basis skills. Minimum 6 years of customer‑facing SAP Technical Consulting experience and excellent command on de‑escalating critical situations. 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. 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. Language Skills English (advanced/fluent written & spoken) & Spanish. Location Monterrey or CDMX Equal Employment Opportunity We are committed to Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. Qualified applicants will receive consideration for employment without regard to age, race, religion, national origin, ethnicity, gender, sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements. Successful candidates may be required to undergo a background verification with an external vendor. AI Usage in the Recruitment Process For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process. Any violation may result in disqualification from the hiring process. #J-18808-Ljbffr