IT Technology Services Senior Specialist

We help the world run better At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. JOB TITLE Technical Service Manager - SAP Enterprise Cloud Services ABOUT SAP As the market leader in enterprise application software, SAP empowers companies of all sizes and industries to innovate through simplification. SAP’s applications and services help customers operate profitably, adapt continuously, and grow sustainably. PROGRAM DESCRIPTION Within the Customer Services and Delivery (CS&D) board area, the mission of SAP Enterprise Cloud Services is to provide a comprehensive, end-to-end managed services experience that supports customers throughout their cloud transformation journey. THE ROLE The Technical Service Manager (TSM) plays a critical role within the SAP Enterprise Cloud Services organization as a trusted advisor, responsible for safeguarding and optimizing customers' investments in SAP Enterprise Cloud Services. The TSM is tasked with developing a deep understanding of each customer’s landscape, advising on technical requirements, and addressing complex challenges throughout the customer lifecycle. ROLE REQUIREMENTS Key Responsibilities Serve as the primary technical contact for SAP Enterprise Cloud Services customers, offering guidance and support across their lifecycle. Gain a deep understanding of customer goals and challenges to offer tailored solutions and recommendations. Manage and resolve escalations related to SAP Enterprise Cloud Services customer landscapes. Advocate for value-added services within the SAP Enterprise Cloud Services portfolio to meet customer needs. Collaborate with SAP Enterprise Cloud Services delivery units to establish long-term service plans and account visions. Participate in on-site customer visits when necessary and support customers’ Intelligent Enterprise transformation as a technical consultant. Education, Skills, and Competencies Bachelor’s degree in Computer Science, Engineering, or Information Management (or equivalent experience). Solid expertise in SAP technologies (SAP certification preferred). Strong focus on customer service and communication, with the ability to explain technical details to non-technical audiences effectively. Analytical and solution-focused mindset with excellent English communication and presentation skills. Proven skills in managing customer escalations, process improvements, and key relationships. Working knowledge of hyperscalers, multi-cloud integrations, networking, and virtualization technologies. Ability to perform under pressure and consistently deliver value to customers and the organization. Experience working with international and cross-cultural teams for seamless project execution. Work Experience 9+ years of SAP technology (BASIS) experience in the IT industry. 5+ years of customer-facing experience, with demonstrated skills in de-escalation, conflict resolution, and executive-level relationship management. Proven technical project management skills to handle complex customer projects efficiently and resolve issues effectively. WHY JOIN US This is an exciting opportunity to join SAP’s dynamic, international team and make a significant impact on the future of cloud services. If you're passionate about driving customer success, thrive in a fast-paced environment, and have deep technical expertise, you will find immense satisfaction in this role. If this sounds like the perfect fit for you, we look forward to hearing from you!#J-18808-Ljbffr