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Technical Service Manager in SAP Enterprise Cloud Services

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Date: Dec 29, 2020

City: Dalian, 21, CN, 100125

Company: SAP

 

 

Requisition ID: 262848
Work Area: Information Technology
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time

 

COMPANY DESCRIPTION


SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.

PROGRAM DESCRIPTION

As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device, SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

Within the Product Engineering (PE) board area, the mission of ECS - HEC Delivery 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 ECS HEC Delivery organization, who acts as a believed technical advisor in the safeguarding and optimization of customer ‘s investments into SAP ECS. TSM governs HEC 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 (CDM) and ECS internal service delivery to serve and delight our customers, by providing quality services to satisfy their needs and resolving technical complexities throughout their entire lifecycle

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 (Advanced or Business) and Japanese (Native or Advanced).
  • 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 10 years of experience in SAP Technical Administration (BASIS)
  • Minimum 3 years of experience in customer facing role and should have excellent command on de-escalating the critical situations.
  • Having technical project management experience, ITIL knowledge and/or certification is plus.

#SAPECS #SAPHEC #SAPtechnicalconsultant #SAPBasiscareers #GCPE

WHAT YOU GET FROM US

Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now.

SAP'S DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com).

Successful candidates might be required to undergo a background verification with an external vendor.

Additional Locations


Job Segment: Information Technology, IT Manager, Service Manager, Cloud, SAP, Technology, Customer Service