Senior Technical Service Manager - GCO

Technical Service Manager (TSM) is a role within SAP Global Cloud Operations (GCO) that oversees all technical and managed service aspects of the customer engagement from point of sale through the entire lifecycle of a RISE contract. The TSM acts as a trusted technical advisor and delivery partner, owns the customer landscape, and ensures stable, secure, and optimized SAP operations during digital transformation journeys.

• Primary contact for the customer regarding technology and cloud service delivery discussions.
• Run regular cadence meetings with stakeholders, manage expectations, and act as the first escalation point.
• Lead technical discussions with customers and orchestrate experts within SAP to obtain necessary expertise.
• Own the customer landscape in GCO, understand interdependencies, and maintain detailed technical knowledge.
• Support the Account team and Tech Ops teams to execute the service delivery plan and calendar.
• Analyze customer technical requirements, coordinate experts from the GCO Delivery team, and drive topics to resolution.
• Present private offering details, technical specifics, and engagement models to stakeholders.
• Help build customer‑specific cloud roadmaps covering infrastructure, architecture, security, and integration.
• Guide customers on business continuity, security & compliance, networks, and other technical aspects.
• Assess security and network requirements to ensure SAP architecture meets customer needs.
• Conduct monthly technical & operational reviews to measure progress against defined cloud architecture and roadmap.
• Support migration roadmaps with partners, system integrators, and SAP Professional Services.
• Maintain comprehensive knowledge of S/4
  
  HANA architecture, conversion, migration paths, methodologies, and tools.
• Understand SAP cloud solutions, integration scenarios, and related systems such as BTP, Ariba, Success Factors, etc.

• Bachelor’s degree or higher in Computer Science, Engineering, Information Management, or related field.
• High proficiency in SAP product portfolio, offerings, and industry solutions.
• Strong technical project management and customer‑facing experience.
• Excellent ability to translate technical concepts for non‑technical audiences.
• Strong engagement management, relationship building, and de‑escalation skills.
• Excellent presentation, communication, and moderation skills.
• Good understanding of SAP releases, platform interdependencies, and operational aspects in a cloud environment.
• Good understanding of at least one hyperscale cloud (AWS, MS Azure, or GCP).
• Willingness to travel for customer engagements on short notice.

• 10+ years of SAP Basis administrative experience (required).
• 10+ years of customer‑facing SAP technical consulting experience.
• 10+ years of solution design, enterprise architecture, or SAP implementation experience.
• 8+ years of technical project management for SAP operations or implementation.
• Experience and certifications with IaaS Providers (AWS, MS Azure, or GCP) is a plus.
• Knowledge of SAP Net Weaver, OS/DB migration, SAP HANA, and TOGAF certifications preferred.
• Cloud security knowledge, including cyber security, encryption, and key management, is preferred.

Compensation Range Transparency
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The targeted annual combined range for this position is 116,700–245,600 USD. The actual offer will be within this range and may vary based on education, skills, experience, and location.

Equal Employment Opportunity
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Qualified applicants will receive consideration for employment without regard to age, race, religion, national origin, ethnicity, gender, sexual orientation, gender identity or expression, protected veteran status, or disability. SAP is committed to providing accessibility accommodations to applicants in need of assistance.