Technical Service Manager

 Requisition ID: 409960
Work Area: Information Technology
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T2
Hiring Manager: Oseas Morales 
Recruiter Name: Thais Nadim
Additional Locations:

We are seeking an accomplished SAP Professional with technical background to join our team as a 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
•    Serve as the primary contact for private cloud customers for technical delivery topics, technology discussions and other contractual entitlements for technical components as per contract.
•    Be the technical landscape owner
•    Responsible for leading technical delivery and management of system landscape as a representative of SAP Enterprise Cloud Services.
•    Accountability as the single orchestrator for End2End delivery from SAP Enterprise Cloud Services
•    Introduce technical managed services scope, roles and responsibilities as part of customer onboarding to establish and strengthen the partnership.
•    Develop strategic technical engagement via service planning with clients by acting as a trusted advisor to establish a focus on core services delivered.
•    Proactive management of operational security risk by ensuring maintenance activities are addressed promptly, making customers aware of compliance reports and closure of risk letters.
•    Act as a trusted technical advisor in safeguarding and sharing innovation roadmap with the customer.
•    Maintain close collaboration with ECS (Enterprise Cloud Services) Technical Operations to drive operational topics including ticket handling.
•    Establish good relationships with all customer-facing roles in SAP to provide One SAP experience.
•    Be part of the SAP overall governance model set up for each customer
•    Active internal and external stakeholder management
•    Proactively add value to customer (business) through aligning VAT (virtual account team) initiatives
•    Guide customers on key topics like Business Continuity, Security & Compliance.
•    Maintain customer satisfaction through proactive issue mitigation and escalation management.
•    Support customer critical situations and de-escalations
•    Protect ECS revenue by being proactive in managing balance statement reviews, supporting contract renewals and other revenue leakage possibilities. 
 
EDUCATION AND QUALIFICATIONS
•    Bachelor’s degree or higher in Computer Science, Engineering, Information Management, Business Administration, or related fields.
•    High proficiency in customer communications and presentations.
•    Strong understanding of SAP solutions, including S/4HANA architecture, conversion, migration paths, and tools.
•    Proficiency in English is mandatory; additional language skills are an asset.

WORK EXPERIENCE
•    Minimum of 6 years of SAP Technical Administration with SAP Basis skills.
•    3 years of customer-facing SAP Technical Consulting experience.
•    Experience in solution design, enterprise architecture, and SAP implementation.
•    Knowledge of SAP RISE or ECS experience is advantageous.
•    Experience in technical project planning, implementation, and configuration.

SKILLS AND COMPETENCIES
•    Strong background in SAP solutions, technology, and products, and cloud technology.
•    Ability to work effectively as part of a virtual, dynamic, and dispersed team.
•    Good understanding of cloud architecture and IT technical infrastructure.
•    Strong customer focus, networking, relationship-building, and problem-solving skills.
•    Competency in multi-tasking and managing multiple engagements in parallel.

PREFERRED SKILLS
•    Certifications in SAP Basis/Application, Project Management, or Hyperscalers (Azure/AWS/GCP).
•    Knowledge of Project Management,  IT Service Management standards (e.g., ITIL (Information Technology Infrastructure Library) and methodologies for SAP IT operations.

WHAT YOU BRING
•    High interest in technical topics and motivation to learn.
•    Excellent communication skills and experience in customer-facing roles 
•    Ability to switch communication styles for technical and non-technical audiences.
•    Pro-active problem-solving attitude and customer-first mindset.
•    Experience working in international and global virtual matrix organizations.

LOCATION

Bogota, Colombia

Work model: hybrid work - 3x a week onsite 

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