NS2 Technical Service Manager; TSM

Trusted Technical & Delivery Advisor

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.

POSITION SUMMARY:

Trusted technical & delivery advisor in the safeguarding and optimization of customer investments into SAP RISE. TSM owns the customer landscape and advises on critical and complex landscape changes during life cycle management. TSM will work as a team with NS2 internal service delivery to support our customers, by providing quality services throughout their entire RISE journey. This is a customer-facing role focused on Large & Strategic Customers.

RESPONSIBILITIES:

• Primary contact for the customer regarding technology and cloud technical service delivery discussions.
• Support client delivery manager (CDM) in regular cadence with stakeholders at customer and manage expectations with regard to service delivery.
• Own the technical discussions with the customer and act as the orchestrator of experts to obtain expertise from the SAP delivery organization as required.
• Ownership & detailed understanding of the customer landscape managed within NS2 & understanding interdependencies between systems (both within NS2 and beyond).
• Support the Account team and the Tech Ops teams for execution of the service delivery plan and calendar.
• Analyze customer technical requirements and organize / co-ordinate experts from NS2 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.
• 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.

EDUCATION AND QUALIFICATION / SKILLS AND

COMPETENCIES:

Bachelor's degree or higher in one of the following areas:
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 interdependencies, 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 Clouds (AWS; MS Azure or GCP).

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 implementations. 6+ years' experience in technical project management for SAP Operations or Implementation. SAP Net Weaver, OS/DB migration, SAP HANA 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. BRIM/CC/CM experience strongly preferred.