Technical Service Manager

We help the world run better. 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 wellbeing, 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.

SAP Enterprise Cloud Services (ECS) is part of the Product Engineering board area in SAP. ECS is responsible for providing cloud-hosted infrastructure, technical & application managed services to our SAP private cloud customers. The Technical Service Manager (TSM) is the single point of contact for all technical topics in context of the customer’s S/4 HANA Private Cloud engagement.

As a Technical Service Manager, you will contribute to SAP's global strategy by supporting our customers with their SAP S/4 HANA adoption on their path to the Intelligent Enterprise as part of the SAP Enterprise Cloud Services team. TSMs play a critical part in helping our customers accelerate their cloud transformation journey and enable them to achieve the business values and outcomes they want from their SAP landscape.

You will act as a trusted technical advisor to our customers and partners. This includes analysing customers’ business requirements and problems and working across the SAP Enterprise Cloud Services and other SAP departments to provide quality services to our customers, resolve technical complexities and accompany them throughout their entire cloud transformation journey.

• Primary contact for customers for discussions about SAP technology and innovations and serve as an escalation point person for technical issues, service requests and incidents.
• Understand the customer business, goals, and challenges to suggest technical solutions & services.
• Offer comprehensive knowledge on SAP S/4
  
  HANA architecture, conversion, migration path, methodology and tools.
• Understand the SAP high availability or disaster recovery architecture, network, and virtual technologies (load-balancer, virtual machine).
• Identify top issues, define & execute service plan activities and orchestrate implementation of technical action items across customer landscapes.
• Design an optimal SAP configuration to maximize system performance and availability.
• Identify and position offerings by SAP that deliver value to the customer.

• Minimum 7+ years of experience in SAP technical administration and operations of SAP solutions, preferably in SAP Basis with SAP HANA and other database technologies.
• At least 3 years in a customer‑facing role managing IT service delivery (e.g., Service Manager, Technical Lead, Project Lead).
• Proven knowledge and hands‑on experience in data‑center infrastructure, including virtualization, automation, storage, high availability, and disaster recovery.
• Strong understanding of networking, including connectivity methods and routing in private‑cloud environments.
• Experience handling and de‑escalating critical situations efficiently and professionally.
• Fluency in Spanish and English is mandatory; proficiency in Italian, Portuguese, or Turkish is an advantage.
• Solid know‑how of SAP technologies and products, with SAP certification considered highly beneficial.
• Hyperscaler (AWS, Azure, GCP) and ITIL certifications are a plus.

ECS organization is a global organization and the regional TSM team is in Spain, Italy, and India. We are a highly diverse and positive‑spirited bunch of colleagues. Next to our obsession for customer satisfaction we value internal knowledge sharing & collaboration as well as make ECS organization a little better every day.

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application…