Senior Technical Service Manager

What you’ll do

SAP Enterprise Cloud Services (ECS) organization is responsible for providing cloud hosted infrastructure, technical & application managed services to our SAP private cloud customers. The Technical Service Manager (TSM) plays a critical part in helping our customers accelerate their cloud transformation journey and enable them to achieve the business values and outcomes they want from their SAP landscape. This includes analyzing customer’s business requirements and problems and working across the SAP Enterprise Cloud Services and other SAP departments to provide quality services to our customers, resolve technical complexities and accompany them throughout their entire cloud transformation journey.

As Technical Service Manager you will be responsible for the following tasks:

• Primary contact for customers for discussions about SAP technology and innovations and serve as an escalation point person for technical issues, service requests and incidents
• Understand the customer business, goals, and challenges to suggest technical solutions & services
• Offer comprehensive knowledge on SAP S/4HANA architecture, conversion, migration path, methodology and tools
• Understand the SAP high availability or disaster recovery architecture, network and virtual technologies (load-balancer, virtual machine)
• Identify top issues, define & execute service plan activities and orchestrate implementation of technical action items across customer landscapes
• Design optimal SAP configuration to maximize system performance and availability.
• Identify and position offerings by SAP that deliver value to the customer.

What do you need to bring:

• Fluency in English AND Arabic is mandatory. Any other language is an advantage
• Minimum 10 years of SAP Technical administration and operations of SAP Solutions (preferably in the domain of SAP Basis)
• Minimum 8 years of experience in a customer-facing role
• Hands on experience and working knowledge of Unix/Linux flavors, SAP HANA and Sybase data bases
• Experience in de-escalating critical situations.Solid know-how on SAP Technologies and Products (SAP certification highly beneficial)
• Hyperscalers certification (AWS, Azure, GCP) is a plus
• Strong customer orientation with a focus on relationship-, expectation- and de-escalation managemen

Meet your team

ECS organization is a global organization and the regional TSM team is located across South of Europe, Middle East and Africa. We are highly diverse and positive spirited team. Next to our obsession for customer satisfaction, we value internal knowledge sharing & collaboration as well as make ECS organization a little better every day. We ask for your application to be submitted in English language only.

#SAPECSCareer

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 438650 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid