IT Cloud Expert
11 hours ago
We're seeking a seasoned IT professional to join our team as a Technical Service Manager. As part of SAP's Enterprise Cloud Services, you'll play a critical role in safeguarding and optimizing customers' investments in our cloud solutions.
The ideal candidate will have a deep understanding of SAP technologies and a proven track record of managing customer escalations, process improvements, and key relationships. With excellent communication and presentation skills, they'll be able to effectively explain technical details to non-technical audiences.
As a Technical Service Manager, your primary responsibility will be to serve as the primary technical contact for SAP Enterprise Cloud Services customers, offering guidance and support throughout their lifecycle. You'll work closely with Customer Delivery Managers and internal delivery teams to ensure customer satisfaction through the delivery of high-quality services.
About the Role:
- Serve as the primary technical contact for SAP Enterprise Cloud Services customers
- 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
Requirements:
- 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 (e.g., load balancers, VMs)
- 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
Preferred Qualifications:
- 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
About Us:
SAP is a global leader in enterprise application software, empowering companies of all sizes and industries to innovate through simplification. Our applications and services help customers operate profitably, adapt continuously, and grow sustainably. We're proud to be an equal opportunity workplace and are committed to fostering a culture of inclusion and diversity.
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 a deep technical expertise, we encourage you to apply. The estimated salary range for this position is $120,000-$160,000 per annum, based on location and qualifications.
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