Senior Technical Service Manager

Requisition ID: Work Area: Information TechnologyExpected Travel: 0 - 10%Career Status: ProfessionalEmployment Type: Regular Full TimeCareer Level: T3Hiring Manager: Cesar PedrazaRecruiter Name: Thais NadimAdditional Locations: We are seeking an accomplished Senior SAP Professional with technical background to join our team as a Senior 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:S- erve as the primary contact for private cloud customers for technical delivery topics, technology discussions and other contractual entitlements for technical components as per contract.B- e the technical landscape ownerR- esponsible for leading technical delivery and management of system landscape as a representative of SAP Enterprise Cloud Services.A- ccountability as the single orchestrator for End2End delivery from SAP Enterprise Cloud ServicesI- ntroduce technical managed services scope, roles and responsibilities as part of customer onboarding to establish and strengthen the partnership.D- evelop strategic technical engagement via service planning with clients by acting as a trusted advisor to establish a focus on core services delivered.P- roactive management of operational security risk by ensuring maintenance activities are addressed promptly, making customers aware of compliance reports and closure of risk letters.A- ct as a trusted technical advisor in safeguarding and sharing innovation roadmap with the customer.M- aintain close collaboration with ECS (Enterprise Cloud Services) Technical Operations to drive operational topics including ticket handling.E- stablish good relationships with all customer-facing roles in SAP to provide One SAP experience.B- e part of the SAP overall governance model set up for each customerA- ctive internal and external stakeholder managementP- roactively add value to customer (business) through aligning VAT (virtual account team) initiativesG- uide customers on key topics like Business Continuity, Security & Compliance.M- aintain customer satisfaction through proactive issue mitigation and escalation management.S- upport customer critical situations and de-escalationsP- rotect ECS revenue by being proactive in managing balance statement reviews, supporting contract renewals and other revenue leakage possibilities.Education and Qualifications:B- achelor’s degree or higher in Computer Science, Engineering, Information Management, Business Administration, or related fields.H- igh proficiency in customer communications and presentations.S- trong understanding of SAP solutions, including S/4HANA architecture, conversion, migration paths, and tools.P- roficiency in English is mandatory; additional language skills are an asset.Work Experience:1- 2 years of SAP Technical Administration with SAP Basis skills.M- inimum of 6 years of customer-facing SAP Technical Consulting experience.E- xperience in solution design, enterprise architecture, and SAP implementation.K- nowledge of SAP RISE or ECS experience is advantageous.E- xperience in technical project planning, implementation, and configuration.Skills and Competencies:S- trong background in SAP solutions, technology, and products, and cloud technology.A- bility to work effectively as part of a virtual, dynamic, and dispersed team.G- ood understanding of cloud architecture and IT technical infrastructure.S- trong customer focus, networking, relationship-building, and problem-solving skills.C- ompetency in multi-tasking and managing multiple engagements in parallel.Preferred Skills:C- ertifications in SAP Basis/Application, Project Management, or Hyperscalers (Azure/AWS/GCP).K- nowledge of Project Management, IT Service Management standards (ITIL) and methodologies for SAP IT operations.What You Bring:H- igh interest in technical topics and motivation to learn.E- xcellent communication skills and experience in customer-facing rolesA- bility to switch communication styles for technical and non-technical audiences.P- ro-active problem-solving attitude and customer-first mindset.E- xperience working in international and global virtual matrix organizations.SAPECSCareersS**AP'S DIVERSITY COMMITMENT**To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.