SAP SE
Technical Service Manager (TSM) - Midwest
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At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your well‑being, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.
About the Team Customer Delivery Engagement (CDE) organization is the global team within SAP Enterprise Cloud Services organization overseeing all aspects of the Customer Engagement from the point of sale throughout the entire lifecycle and providing commercial, project, and technical operations expertise. They deliver fixed‑scope, proactive and outcome‑based services across the entire SAP software stack to SAP's RISE customers.
The CDE team combines all customer‑facing roles inside ECS and presents SAP as "One Voice" through coordinated communication at all levels to our clients, internal and external stakeholders. We are dedicated to customer centricity, client intimacy and support of client lifecycle management.
We create a stable foundation for our customers’ IT operations and support customers on their digital transformation journey to the intelligent enterprise based on S4/HANA, continuously accessing our expertise and the broader SAP expert network to enable continuous business innovation. SAP CDE helps customers accelerate their innovation adoption, delivering the flexibility to adapt to business changes, rapidly implement technologies, and standardise and optimise operations of SAP centric solutions.
The Role As a Technical Service Manager (TSM), you will be an accomplished Senior SAP Technical Consultant focused on delivering high‑quality results consistently. You will serve as a key member of ECS and contribute to SAP's global strategy of helping customers adopt SAP S/4HANA on their path to the Intelligent Enterprise.
Technical Service Manager (TSM) acts as a trusted technical & delivery advisor in safeguarding and optimising customer investments into SAP ECS. TSM owns the customer landscape and advises on critical and complex landscape changes during life‑cycle management. TSM works as a team with ECS internal service delivery to serve and delight customers, providing quality services throughout their entire lifecycle.
This is a customer‑facing role focused on large & strategic customers where you will be part of the Enterprise Cloud Services delivery organisation.
Key Responsibilities
Primary contact for the customer regarding technology and cloud service delivery discussions.
Run regular cadence with stakeholders at customer and manage expectations with regards to service delivery. Act as first escalation point.
Own the technical discussions with the customer and act as the orchestrator of experts to obtain expertise from the SAP delivery organisation as required.
Ownership & detailed understanding of the customer landscape managed within ECS & understand inter‑dependencies between systems (both within ECS and beyond).
Support the Account team and the TechOps teams for execution of the service delivery plan and calendar.
Analyse customer technical requirements and organise/co‑ordinate experts from ECS Delivery team and drive those topics to resolution to the satisfaction of the customer.
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 that cover topics around Infrastructure Architecture, Technical Managed services, security, and integration.
Guide customers on all technical aspects like Business Continuity, Security & Compliance, Networks, etc.
Assess customer security and network requirements to make sure the SAP security architecture framework can meet customer requirements.
Conduct Technical & operational reviews (monthly) to measure the progress against defined Cloud architecture & roadmap; establish and drive resolution plans to resolve issues and problems to completion.
Support the migration roadmap together with partners, System Integrators, and/or SAP Professional Services.
Comprehensive knowledge on S/4HANA architecture, conversion, migration path, methodology and tools.
Understanding of various SAP cloud solutions and integration scenarios of SAP systems with BTP, Ariba, SuccessFactors etc.
Education and Qualifications
Bachelor's degree or higher in Computer Science, Engineering, Information Management.
High proficiency in the SAP product portfolio, offerings, and industry solutions.
Strong technical project management skills & customer‑facing experience.
Strong ability to translate between technical and non‑technical audience with confidence.
Strong engagement management, relationship building and de‑escalation skills.
Excellent presentation, communication and moderator skills.
Good understanding of SAP solutions (releases, platform inter‑dependencies, etc.).
Good understanding of operational aspects (Application or Technical) of SAP solutions in a cloud environment.
Good understanding of capabilities of at least one Hyperscale Cloud (AWS; MS Azure or GCP).
Willingness to undertake customer‑related travel on short notice.
Work Experience
8+ years of experience with SAP Basis administrative duties (required).
8+ years of customer‑facing SAP Technical Consulting experience.
8+ years of solution design, enterprise architecture, and/or SAP implementation.
4+ years’ experience in technical project management for SAP Operations or Implementation.
SAP NetWeaver, OS/DB migration, SAP HANA, TOGAF certifications are plus.
Experience and certifications with IaaS Providers (AWS, MS Azure, or GCP) are an advantage.
SAP HANA and S/4 HANA skills would be very helpful but not mandatory.
Cloud security including Cyber Security, Encryption, and key management knowledge is preferred.
Location Oak Brook, IL, US, 60523
Equal Employment Opportunity Statement Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an email with your request to Recruiting Operations Team: Careers@sap.com.
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.
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About the Team Customer Delivery Engagement (CDE) organization is the global team within SAP Enterprise Cloud Services organization overseeing all aspects of the Customer Engagement from the point of sale throughout the entire lifecycle and providing commercial, project, and technical operations expertise. They deliver fixed‑scope, proactive and outcome‑based services across the entire SAP software stack to SAP's RISE customers.
The CDE team combines all customer‑facing roles inside ECS and presents SAP as "One Voice" through coordinated communication at all levels to our clients, internal and external stakeholders. We are dedicated to customer centricity, client intimacy and support of client lifecycle management.
We create a stable foundation for our customers’ IT operations and support customers on their digital transformation journey to the intelligent enterprise based on S4/HANA, continuously accessing our expertise and the broader SAP expert network to enable continuous business innovation. SAP CDE helps customers accelerate their innovation adoption, delivering the flexibility to adapt to business changes, rapidly implement technologies, and standardise and optimise operations of SAP centric solutions.
The Role As a Technical Service Manager (TSM), you will be an accomplished Senior SAP Technical Consultant focused on delivering high‑quality results consistently. You will serve as a key member of ECS and contribute to SAP's global strategy of helping customers adopt SAP S/4HANA on their path to the Intelligent Enterprise.
Technical Service Manager (TSM) acts as a trusted technical & delivery advisor in safeguarding and optimising customer investments into SAP ECS. TSM owns the customer landscape and advises on critical and complex landscape changes during life‑cycle management. TSM works as a team with ECS internal service delivery to serve and delight customers, providing quality services throughout their entire lifecycle.
This is a customer‑facing role focused on large & strategic customers where you will be part of the Enterprise Cloud Services delivery organisation.
Key Responsibilities
Primary contact for the customer regarding technology and cloud service delivery discussions.
Run regular cadence with stakeholders at customer and manage expectations with regards to service delivery. Act as first escalation point.
Own the technical discussions with the customer and act as the orchestrator of experts to obtain expertise from the SAP delivery organisation as required.
Ownership & detailed understanding of the customer landscape managed within ECS & understand inter‑dependencies between systems (both within ECS and beyond).
Support the Account team and the TechOps teams for execution of the service delivery plan and calendar.
Analyse customer technical requirements and organise/co‑ordinate experts from ECS Delivery team and drive those topics to resolution to the satisfaction of the customer.
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 that cover topics around Infrastructure Architecture, Technical Managed services, security, and integration.
Guide customers on all technical aspects like Business Continuity, Security & Compliance, Networks, etc.
Assess customer security and network requirements to make sure the SAP security architecture framework can meet customer requirements.
Conduct Technical & operational reviews (monthly) to measure the progress against defined Cloud architecture & roadmap; establish and drive resolution plans to resolve issues and problems to completion.
Support the migration roadmap together with partners, System Integrators, and/or SAP Professional Services.
Comprehensive knowledge on S/4HANA architecture, conversion, migration path, methodology and tools.
Understanding of various SAP cloud solutions and integration scenarios of SAP systems with BTP, Ariba, SuccessFactors etc.
Education and Qualifications
Bachelor's degree or higher in Computer Science, Engineering, Information Management.
High proficiency in the SAP product portfolio, offerings, and industry solutions.
Strong technical project management skills & customer‑facing experience.
Strong ability to translate between technical and non‑technical audience with confidence.
Strong engagement management, relationship building and de‑escalation skills.
Excellent presentation, communication and moderator skills.
Good understanding of SAP solutions (releases, platform inter‑dependencies, etc.).
Good understanding of operational aspects (Application or Technical) of SAP solutions in a cloud environment.
Good understanding of capabilities of at least one Hyperscale Cloud (AWS; MS Azure or GCP).
Willingness to undertake customer‑related travel on short notice.
Work Experience
8+ years of experience with SAP Basis administrative duties (required).
8+ years of customer‑facing SAP Technical Consulting experience.
8+ years of solution design, enterprise architecture, and/or SAP implementation.
4+ years’ experience in technical project management for SAP Operations or Implementation.
SAP NetWeaver, OS/DB migration, SAP HANA, TOGAF certifications are plus.
Experience and certifications with IaaS Providers (AWS, MS Azure, or GCP) are an advantage.
SAP HANA and S/4 HANA skills would be very helpful but not mandatory.
Cloud security including Cyber Security, Encryption, and key management knowledge is preferred.
Location Oak Brook, IL, US, 60523
Equal Employment Opportunity Statement Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an email with your request to Recruiting Operations Team: Careers@sap.com.
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.
#J-18808-Ljbffr