SAP - Technical Services Manager

As a Technical Service Manager (TSM), you will act as a trusted technical advisor responsible for safeguarding and optimizing customer investments in the managed cloud environment. Your role involves governing managed cloud customer relationship management from a technical perspective, advocating for the customer, and working collaboratively with Client Delivery Managers (CDMs) and internal cloud service delivery teams to provide quality services that meet customer needs and resolve technical complexities throughout their lifecycle in the cloud environment. You will serve as the primary contact for customers regarding technology discussions and be recognized as the escalation point for technical issues within the customer landscape. Your deep understanding of customer landscapes and interfaces will enable you to provide valuable insights and advice on technical requirements, constraints, and support in various technical situations, including IT critical scenarios. In addition to advising customers on technical matters, you will also play a key role in supporting Intelligent Enterprise transformations, such as S4HANA conversions, by acting as a technical consultant. Collaboration with CDMs, Product Leaders (PL), Account Executives, Cloud Application Services (CAS) architects, and internal service delivery teams will be essential to derive long-term account visions and develop executable service plans. Your responsibilities will include ensuring customer satisfaction with technical delivery and support, driving awareness and implementation of the SAP cloud portfolio, supporting incident and service request management, coordinating impact and risk assessments for change management activities, and defining service plans to drive stable operations and innovation. As a TSM, you will lead operational meetings with customers and CDMs, provide customer-specific guidance based on reports and reviews, plan and execute capacity management and landscape optimization activities, focus on problem management to prevent unexpected downtimes, and be available for on-call activities when required. Overall, your role as a Technical Service Manager will involve proactive engagement with customers, collaboration with internal teams, and a focus on delivering high-quality technical services to support customer success in the managed cloud environment.,