Senior Technical Service Manager, Enterprise Cloud Services, Calgary

We help the world run better

At SAP we keep it simple : you bring your best to us and well bring out the best in you. Were builders touching over 20 industries and 80% of global commerce and we need your unique talents to help shape whats next. The work is challenging but it matters. Youll find a place where you can be yourself prioritize your wellbeing and truly belong. Whats in it for you Constant learning skill growth great benefits and a team that wants you to grow and succeed.

ABOUT THE TEAM

Customer Delivery Engagement (CDE) organization is the global team within SAP Enterprise Cloud Services organization overseeing all aspects of the Customer Engagement from the point of sale throughout the entire lifecycle and providing commercial project and technical operations expertise. They deliver fixed-scope proactive and outcome-based services across the entire SAP software stack to SAPs RISE customers.

The CDE team combines all customer-facing roles inside ECS and presents SAP as One Voice through coordinated communication at all levels to our clients internal and external stakeholders. We are dedicated to customer centricity client intimacy and support of client lifecycle management.

THE ROLE

As Technical Service Manager (TSM) we are looking for an accomplished Senior SAP Technical Consultant in delivering high-quality results consistently. As a key member of ECS you will be contributing to SAPs Global strategy of helping customers with adoption of SAP S / 4HANA on their path to the Intelligent Enterprise.

Technical Service Manager (TSM) acts as a trusted technical & Delivery advisor in the safeguarding and optimization of customer investments into SAP ECS. TSM owns the customer landscape and advise on critical and complex landscape changes during life cycle management. TSM will work as a team with ECS internal service delivery to serve and delight our customers by providing quality services throughout their entire lifecycle.

This is a customer-facing role focused on Large & Strategic Customers where you will be part of the Enterprise Cloud Services delivery organization.

Following are the key tasks that this role will perform :

Primary contact for the customer regarding technology and cloud service delivery discussions.

Run regular cadence with stakeholders at customer and manage expectations with regards to service delivery. Act as first escalation point.

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 ECS & understand interdependencies between systems (both within ECS and beyond).

Support the Account team and the TechOps teams for execution of the service delivery plan and calendar.

Analyze customer technical requirements and organize / co-ordinate experts from ECS 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.

Support the customer or SAP services teams to build customer-specific cloud roadmaps that cover topics around Infrastructure Architecture Technical Managed services security and integration.

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.

Comprehensive knowledge on S / 4HANA architecture conversion migration path methodology and tools.

Understanding of various SAP cloud solutions and integration scenarios of SAP systems with BTP Ariba Successfactors etc.

EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES

Bachelors 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).

Willingness to undertake customer-related travel on short notice.

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 implementation.

4 years experience in technical project management for SAP Operations or Implementation

SAP NetWeaver OS / DB migration SAP HANA TOGAF 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.

#SAPECSCareers

Bring out your best

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 software and related services for database analytics intelligent technologies and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide we are purpose-driven and future-focused with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries people or platforms we help ensure every challenge gets the solution it deserves. At SAP you can bring out your best.

We win with inclusion

SAPs culture of inclusion focus on health and well-being and flexible working models help ensure that everyone regardless of background feels included and can run at their best. At SAP we believe we are made stronger by the unique capabilities and qualities that each person brings to our company and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.

SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and / or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application please send an e-mail with your request to Recruiting Operations Team :

For SAP employees : Only permanent roles are eligible for the SAP Employee Referral Program according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

Qualified applicants will receive consideration for employment without regard to their age race religion national origin ethnicity gender (including pregnancy childbirth et al) sexual orientation gender identity or expression protected veteran status or disability in compliance with applicable federal state and local legal requirements.

SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAPs commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is $92900 - $192900(CAD) CAD. The actual amount to be offered to the successful candidate will be within that range dependent upon the key aspects of each case which may include education skills experience scope of the role location etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. A summary of benefits and eligibility requirements can be found by clicking this link : .

Due to the nature of the role which involves global interactions with SAP entities as well as with employees and stakeholders in Canada functional proficiency in English is required for positions based in the Quebec.

AI Usage in the Recruitment Process

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Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID : 435823 Work Area : Information Technology Expected Travel : 0 - 10% Career Status : Professional Employment Type : Regular Full Time Additional Locations : #LI-Hybrid #SAPTorontoCareers

Required Experience :

Manager

Key Skills

Project Management Methodology,Program Management,SOAP,Agile,Oracle EBS,Apache Pig,Adobe Experience Manager,Jira,Release Management,Scrum,SAS,SDLC

Experience : years

Vacancy : 1