Technical Service Manager in SAP Enterprise Cloud

2 months ago

Kuala Lumpur, Malaysia SAP Full time

**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. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. 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.

**JOBTITLE**

Technical Service Manager in SAP Enterprise Cloud Services (ECS)

**ABOUT SAP**

**PROGRAM DESCRIPTION**

Within the Product Engineering (PE) board area, the mission of Enterprise Cloud Services (ECS) organization is to pave the path for the future SAP by delivering end-to-end Managed services experience during a customer’s cloud transformation journey. We strive to provide a spectrum of cloud deployment options for our customers with our own infrastructure, our partners and through public cloud infrastructures.

**THE ROLE**

Technical Service Manager (TSM) is a critical role from SAP ECS - APJ & GCR organization, who acts as a trusted advisor in the safeguarding and optimization of customer ‘s investments into SAP Enterprise cloud services. TSM governs customer relationship management from a technical perspective, while advocating for the customer and bringing the power of ECS to enrich customer experience. TSM will work as a team with Customer Delivery Managers to serve and delight ECS customers, by providing quality services to satisfy their needs and resolving technical complexities throughout their entire lifecycle. To increase our delivery strength of TSM role in APJ region, ECS organization is looking for talented SAP technical consultants with prior experience in customer facing and technology areas.

**ROLE REQUIREMENTS**

**EXPECTATIONS AND TASKS**
- Primary contact for the customer regarding technology discussions
- Escalation point for technical issues for the ECS customer landscape
- Gain deep understanding of customer landscape and its interfaces.
- Understand the customer business, goals and challenges in order to suggest solutions/innovation.
- Advise customers on technical requirements, constraints and support in all sorts of technical situations (incl. IT critical situations) throughout their lifecycle in ECS.
- Primary technical point of contact for Client Delivery Manager (CDM)
- Identifies and positions services that deliver value to the customer from the existing ECS portfolio.
- Visit customer on-site for special situations.
- Support customer’s Intelligent Enterprise transformation by acting as technical consultant.
- Work with internal ECS delivery units to derive the long-term account vision and executable service plans

**EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES**
- Bachelor’s degree or higher in one of the following areas: Computer Science, Engineering, Information management.
- Solid know-how on SAP Technologies and Products (SAP certification preferred).
- Strong customer service focus.
- Good analytical and solution-oriented thinking
- Excellent written, verbal communication and presentation skills in English
- Should be able to own, lead and coordinate operational tasks, customer escalations, process improvements.
- Able to articulate technical details to non-technical audience such as customer with great clear and concise confidence.
- Good knowledge on network and virtual technologies (load-balancer, virtual machine).
- Ability to work under pressure and constantly add value to customer and within organization.
- Experience in working with cross-cultural teams (international and virtual teams) and get work done smoothly from them.

**WORK EXPERIENCE**
- Minimum 9 years of experience in SAP Technical Administration (BASIS)
- Minimum 5 years of experience in customer facing role on technical topics and should have excellent command on de-escalating the critical situations.
- Having technical project management experience, ITIL knowledge and/or certification is plus.

SAPECS #ECS #SAPtechnicalconsultant #SAPBasiscareers

**Bring out your best**

**We win with inclusion**

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone - regardless of background - feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.

**EOE AA M/F/Vet/Disability**:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy,

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