Technical Services Manager

Technical Services Manager with CDM

Responsibilities –

· Primary contact for the customer regarding technology discussions

· Recognized as the escalation point for technical issues for the ECS customer landscape

· Deep understanding of customer landscape and its interfaces

· Understands the customer business, goals and challenges in order to suggest solutions/innovation

· Advises customers on technical requirements, constraints and support in all sorts of technical situations (incl. IT critical situations) throughout their lifecycle within 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

· TSM will visit customer on-site for special situations (i.e., strategic customer’s kick-off meeting; renewal follow up; discovery workshops; etc.)

· Supports customer’s Intelligent Enterprise transformation by acting as technical consultant (Ex: S4HANA conversion)

· Works as a CDM as well, and with PL, Account executive, CAS architects and ECS internal service delivery to derive the long-term account vision and executable service plans

Additionally -

• Client Leadership

  : Develop a strategic engagement with your client to establish client focus on the core of the services delivered. Build and maintain strong relationships with key stakeholders.

• End-to-end ownership for delivery of service

  : Demonstrate accountability as the single orchestrator for End2End delivery. Enforce a culture of performance & collaboration through delivery engagement and Internal Stakeholder Management

• Profitability Management

  : Proactive account cost management. Understanding customer business needs to find innovative solutions adapted to client’s level of maturity, Safeguarding ECS Revenue, contract renewals

• Contract Adherence

  : Understand the customer's business, ECS Technical and contractual aspects of services being delivered. Understands the importance of SAP services to their customer’s business

• Compliance & Risk Management

  : Proactive management of Operational security risk by ensuring maintenance activities are addressed promptly, making customers aware of compliance reports and closure of risk letters

• Continuous Improvement and Communication

  : Create a culture of pro-active problem management, continually improve the effectiveness and efficiency of services delivered to customers.

Tasks –

· Ensure customer satisfaction on technical delivery and support

· Execute on ECS portfolio

· Drive ECS innovation portfolio awareness and its implementation

· Support with incident & service request management as needed

· Coordinate impact and risk assessment for change management of planned activities

· Supports the service plan review with the customer and CDM

· Lead operational meetings with the customer, along with CDM

· Customer specific guidance derived out of EWAs, RCAs, Technical Services and Monthly Service Reviews, providing an in depth review of the generated reports and action items follow up.

· Plan and execute Capacity Management, Landscape Optimization and other value adding services

· Focus on Problem Management to adopt countermeasures, preventing unexpected downtimes

· Hands-on for critical activities

· Identify and position offerings by SAP Enterprise Cloud Services that deliver value to the customer

· Supports customer’s Intelligent Enterprise transformation by acting as technical consultant

· Offer comprehensive knowledge on SAP S/4HANA architecture, conversion, migration path, methodology and tools

· Deep experience in technical planning, implementation, coordination, configuration, and integration of SAP solutions

· Understand the SAP high availability or disaster recovery architecture, network, and virtual technologies (load-balancer, virtual machine)

· Experience and knowledge in SAP NetWeaver Administration, migration and upgrades

· Identify top issues, define service plan, and drive implementation of identified action items across customer landscapes

· Understanding of various SAP cloud solutions and integration scenarios of SAP systems with SCP, Ariba, SuccessFactors etc. (good to have)

· Design optimal SAP configuration to maximize system performance and availability

Location

Work Model

Availability

Years of Experience