IT Technology Services Senior Specialist

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.  ABOUT THE TEAM Within the Customer Value Group board area, the mission of the Global Cloud Operation (GCO) is to ensure maximum value for every customer throughout their cloud journey by delivering exceptional E2E operational experience and seamless technical adoption. Within GCO, the mission of the Enterprise Cloud Services (ECS) delivery organization is to run and operate SAP’s Cloud ERP Private offering. ECS delivers the technical managed services and technical operations across entire stack of Cloud ERP Private (RISE with SAP) and helps thousands of customers globally to become intelligent enterprise. Services are delivered from all regions (EMEA/MEE/AMER/APAC) having a strong international focus and cultural diversity.   Technical Service Managers (TSM) is the role within SAP Enterprise Cloud Services (ECS) organization overseeing all technical and technical managed service aspects of the Customer Engagement from the point of sale throughout the entire lifecycle of customer RISE contract. They deliver fixed-scope, proactive and outcome-based services across the entire SAP software stack to SAP’s RISE customers. This team is dedicated to customer centricity, client intimacy and support of client lifecycle management.   We create a stable foundation for our customers’ IT operations and support customers on their digital transformation journey to the intelligent enterprise based on S4/HANA. With continuous access to our expertise and the broader SAP expert network, our customers can take advantage of the latest technologies to support continuous business innovation. SAP ECS helps customers accelerate their innovation adoption, delivering the flexibility to adapt to business changes, rapidly implement technologies and standardize and optimize operations of SAP centric solutions. The mission of this organization is to maximize the customer success by helping to manage complexity, ensure stable operations, mitigate risk and lowering total cost of operation, support customers on their journey to the intelligent enterprise powered by S4/HANA and releasing investment as well as customer resource capacity for innovation.   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 SAP's 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 and other roles within SAP to serve and delight our customers, by providing quality services throughout their entire lifecycle.   This is a customer-facing role where you will be part of the ECS North America regional team.   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