SAP
Technical Service Manager, Enterprise Cloud Services, Palo Alto
SAP, Palo Alto, California, United States, 94306
Overview
Technical Service Manager, Enterprise Cloud Services, Palo Alto We help the world run better. SAP is committed to helping customers adopt SAP S/4HANA on the path to the Intelligent Enterprise. This role is a customer-facing position focused on Large & Strategic Customers within the Enterprise Cloud Services delivery organization. Responsibilities
Primary contact for the customer regarding technology and cloud service delivery discussions. Run regular cadence with stakeholders at the customer and manage expectations with regards to service delivery; act as the first escalation point. Own the technical discussions with the customer and orchestrate experts from the SAP delivery organization as required. Maintain ownership and detailed understanding of the customer landscape managed within ECS; understand interdependencies between systems (within ECS and beyond). Support the Account team and the TechOps teams for execution of the service delivery plan and calendar. Analyze customer technical requirements and coordinate experts from the ECS Delivery team to drive topics to resolution to the customer’s satisfaction. Present the intricacies of the private offering, technical details, and engagement model to internal and external stakeholders. Support the customer or SAP services teams to build customer-specific cloud roadmaps covering topics such as Infrastructure Architecture, Technical Managed Services, security, and integration. Guide customers on technical aspects including Business Continuity, Security & Compliance, Networks, etc. Assess customer security and network requirements to ensure the SAP security architecture framework meets those requirements. Conduct technical & operational reviews (monthly) to measure progress against the defined Cloud architecture & roadmap; drive resolution plans to resolve issues to completion. Support the migration roadmap with partners, System Integrators, and SAP Professional Services. Demonstrate comprehensive knowledge of S/4HANA architecture, conversion, migration path, methodology and tools. Understand various SAP cloud solutions and integration scenarios with SAP systems (e.g., BTP, Ariba, SuccessFactors). Education and Qualifications / Skills and Competencies
Bachelor’s degree or higher in Computer Science, Engineering, Information Management, or related field. High proficiency in the SAP product portfolio, offerings, and industry solutions. Strong technical project management skills and customer-facing experience. Ability to translate between technical and non-technical audiences with confidence. Engagement management, relationship-building and de-escalation skills; excellent presentation and communication abilities. Good understanding of SAP solutions (releases, platform interdependencies, etc.) and cloud operations. Familiarity with at least one hyperscale cloud (AWS, Microsoft Azure, or Google Cloud Platform). Willingness to undertake customer-related travel on short notice. Work Experience
6+ years of experience with SAP Basis administrative duties (REQUIRED). 6+ years of customer-facing SAP Technical Consulting experience. 6+ years of experience in solution design, enterprise architecture, or SAP implementation. 4+ years of experience in technical project management for SAP Operations or Implementations. SAP NetWeaver, OS/DB migration, SAP HANA; TOGAF certifications are a plus. Experience and certifications with IaaS providers (AWS, Azure, or GCP) are advantageous. SAP HANA and S/4HANA skills are helpful but not mandatory. Cloud security knowledge (Cyber Security, Encryption, key management) is preferred. Bring out your best SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. SAP is a cloud company with a collaborative team ethic and commitment to personal development. At SAP, you can bring out your best. We win with inclusion SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with disabilities. If you need accommodation to apply, please email Recruiting Operations Team: Careers@sap.com. Qualified applicants will receive consideration without regard to age, race, religion, national origin, ethnicity, gender, sexual orientation, gender identity or expression, protected veteran status, or disability. Compensation Range Transparency : SAP provides the annualized compensation range inclusive of base salary and variable incentive target. The targeted range for this position is $88,200 - $198,600 (USD). The actual offer depends on education, skills, experience, scope, location, etc. Any variable incentive payout is based on company and personal performance. Benefits details: SAP North America Benefits. Please note that any violation of guidelines may result in disqualification from the hiring process. Requisition ID: 435258 | Location: Palo Alto, CA, US | Travel: 0 - 10% | Job Segment: Service Manager, Cloud, Information Technology, IT Manager, ERP, Customer Service, Technology
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Technical Service Manager, Enterprise Cloud Services, Palo Alto We help the world run better. SAP is committed to helping customers adopt SAP S/4HANA on the path to the Intelligent Enterprise. This role is a customer-facing position focused on Large & Strategic Customers within the Enterprise Cloud Services delivery organization. Responsibilities
Primary contact for the customer regarding technology and cloud service delivery discussions. Run regular cadence with stakeholders at the customer and manage expectations with regards to service delivery; act as the first escalation point. Own the technical discussions with the customer and orchestrate experts from the SAP delivery organization as required. Maintain ownership and detailed understanding of the customer landscape managed within ECS; understand interdependencies between systems (within ECS and beyond). Support the Account team and the TechOps teams for execution of the service delivery plan and calendar. Analyze customer technical requirements and coordinate experts from the ECS Delivery team to drive topics to resolution to the customer’s satisfaction. Present the intricacies of the private offering, technical details, and engagement model to internal and external stakeholders. Support the customer or SAP services teams to build customer-specific cloud roadmaps covering topics such as Infrastructure Architecture, Technical Managed Services, security, and integration. Guide customers on technical aspects including Business Continuity, Security & Compliance, Networks, etc. Assess customer security and network requirements to ensure the SAP security architecture framework meets those requirements. Conduct technical & operational reviews (monthly) to measure progress against the defined Cloud architecture & roadmap; drive resolution plans to resolve issues to completion. Support the migration roadmap with partners, System Integrators, and SAP Professional Services. Demonstrate comprehensive knowledge of S/4HANA architecture, conversion, migration path, methodology and tools. Understand various SAP cloud solutions and integration scenarios with SAP systems (e.g., BTP, Ariba, SuccessFactors). Education and Qualifications / Skills and Competencies
Bachelor’s degree or higher in Computer Science, Engineering, Information Management, or related field. High proficiency in the SAP product portfolio, offerings, and industry solutions. Strong technical project management skills and customer-facing experience. Ability to translate between technical and non-technical audiences with confidence. Engagement management, relationship-building and de-escalation skills; excellent presentation and communication abilities. Good understanding of SAP solutions (releases, platform interdependencies, etc.) and cloud operations. Familiarity with at least one hyperscale cloud (AWS, Microsoft Azure, or Google Cloud Platform). Willingness to undertake customer-related travel on short notice. Work Experience
6+ years of experience with SAP Basis administrative duties (REQUIRED). 6+ years of customer-facing SAP Technical Consulting experience. 6+ years of experience in solution design, enterprise architecture, or SAP implementation. 4+ years of experience in technical project management for SAP Operations or Implementations. SAP NetWeaver, OS/DB migration, SAP HANA; TOGAF certifications are a plus. Experience and certifications with IaaS providers (AWS, Azure, or GCP) are advantageous. SAP HANA and S/4HANA skills are helpful but not mandatory. Cloud security knowledge (Cyber Security, Encryption, key management) is preferred. Bring out your best SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. SAP is a cloud company with a collaborative team ethic and commitment to personal development. At SAP, you can bring out your best. We win with inclusion SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with disabilities. If you need accommodation to apply, please email Recruiting Operations Team: Careers@sap.com. Qualified applicants will receive consideration without regard to age, race, religion, national origin, ethnicity, gender, sexual orientation, gender identity or expression, protected veteran status, or disability. Compensation Range Transparency : SAP provides the annualized compensation range inclusive of base salary and variable incentive target. The targeted range for this position is $88,200 - $198,600 (USD). The actual offer depends on education, skills, experience, scope, location, etc. Any variable incentive payout is based on company and personal performance. Benefits details: SAP North America Benefits. Please note that any violation of guidelines may result in disqualification from the hiring process. Requisition ID: 435258 | Location: Palo Alto, CA, US | Travel: 0 - 10% | Job Segment: Service Manager, Cloud, Information Technology, IT Manager, ERP, Customer Service, Technology
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