Senior Technical Service Manager - GCO

About the Role

Technical Service Manager (TSM) is a key position within SAP Global Cloud Operations (GCO), responsible for overseeing technical management of customer engagements throughout the RISE contract lifecycle. The role ensures optimal customer experience and drives technical excellence across the SAP software stack.

• Primary point of contact for customers regarding technology and cloud service delivery.
• Run regular cadence with stakeholder groups, manage expectations, and act as first escalation point.
• Lead technical discussions, orchestrate expertise from SAP delivery and external partners.
• Own customer landscape understanding and manage system interdependencies.
• Support account and Tech Ops teams for service delivery plan execution.
• Analyze technical requirements, coordinate experts, and drive resolution.
• Present private offering details to internal and external stakeholders.
• Help customers build cloud roadmaps covering infrastructure architecture, security, and integration.
• Guide on business continuity, security & compliance, networks, etc.
• Assess security and network requirements against SAP security framework.
• Conduct monthly technical & operational reviews to measure progress and resolve issues.
• Support migration roadmap with partners, system integrators, and professional services.
• Maintain comprehensive knowledge of S/4
  
  HANA architecture, migration paths, and tools.
• Understand SAP cloud solutions integration scenarios (BTP, Ariba, Success Factors, etc.).

• Bachelor’s degree or higher in Computer Science, Engineering, or Information Management.
• High proficiency in SAP product portfolio and industry solutions.
• Strong technical project management and customer‑facing skills.
• Excellent communication, presentation, and stakeholder engagement skills.
• Good understanding of SAP releases, platform interdependencies, and operational aspects in a cloud environment.
• Knowledge of at least one hyperscale cloud (AWS, Azure, GCP).
• Willingness to travel to customers on short notice.

• 10+ years of SAP Basis administration (required).
• 10+ years of customer‑facing SAP technical consulting.
• 10+ years in solution design, enterprise architecture, or SAP implementation.
• 8+ years of technical project management for SAP operations or implementation.
• Certifications:
  
  SAP Net Weaver, OS/DB migration, SAP HANA, TOGAF.
• Experience and certifications with AWS, Azure, or GCP are a plus.
• Knowledge of SAP HANA, S/4
  
  HANA, and cloud security (cyber/security, encryption, key management) preferred.

Annualized compensation range: USD 116,700 – 245,600. Actual offer within range based on education, skills, experience, role scope, and location.

Qualified applicants will receive consideration for employment without regard to age, race, religion, national origin, ethnicity, gender, sexual orientation, disability, or veteran status.