Technical Services Manager

Technical Services Manager with CDM

Responsibilities

Primary contact for the customer regarding technology discussions

Recognized as the escalation point for technical issues for the ECS customer landscape

Deep understanding of customer landscape and its interfaces

Understands the customer business, goals and challenges in order to suggest solutions/innovation

Advises customers on technical requirements, constraints and support in all sorts of technical situations (incl. IT critical situations) throughout their lifecycle within ECS

Primary technical point of contact for Client Delivery Manager (CDM)

Identifies and positions services that deliver value to the customer from the existing ECS portfolio

TSM will visit customer on-site for special situations (i.e., strategic customers kick-off meeting; renewal follow up; discovery workshops; etc.)

Supports customers Intelligent Enterprise transformation by acting as technical consultant (Ex: S4HANA conversion)

Works as a CDM as well, and with PL, Account executive, CAS architects and ECS internal service delivery to derive the long-term account vision and executable service plans

Additionally -

• Client Leadership : Develop a strategic engagement with your client to establish client focus on the core of the services delivered. Build and maintain strong relationships with key stakeholders.
• End-to-end ownership for delivery of service : Demonstrate accountability as the single orchestrator for End2End delivery. Enforce a culture of performance & collaboration through delivery engagement and Internal Stakeholder Management
• Profitability Management : Proactive account cost management. Understanding customer business needs to find innovative solutions adapted to clients level of maturity, Safeguarding ECS Revenue, contract renewals
• Contract Adherence : Understand the customer's business, ECS Technical and contractual aspects of services being delivered. Understands the importance of SAP services to their customers business
• Compliance & Risk Management : Proactive management of Operational security risk by ensuring maintenance activities are addressed promptly, making customers aware of compliance reports and closure of risk letters
• Continuous Improvement and Communication : Create a culture of pro-active problem management, continually improve the effectiveness and efficiency of services delivered to customers.

Tasks

Ensure customer satisfaction on technical delivery and support

Execute on ECS portfolio

Drive ECS innovation portfolio awareness and its implementation

Support with incident & service request management as needed

Coordinate impact and risk assessment for change management of planned activities

Supports the service plan review with the customer and CDM

Lead operational meetings with the customer, along with CDM

Customer specific guidance derived out of EWAs, RCAs, Technical Services and Monthly Service Reviews, providing an in depth review of the generated reports and action items follow up.

Plan and execute Capacity Management, Landscape Optimization and other value adding services

Focus on Problem Management to adopt countermeasures, preventing unexpected downtimes

Hands-on for critical activities

Identify and position offerings by SAP Enterprise Cloud Services that deliver value to the customer

Supports customers Intelligent Enterprise transformation by acting as technical consultant

Offer comprehensive knowledge on SAP S/4HANA architecture, conversion, migration path, methodology and tools

Deep experience in technical planning, implementation, coordination, configuration, and integration of SAP solutions

Understand the SAP high availability or disaster recovery architecture, network, and virtual technologies (load-balancer, virtual machine)

Experience and knowledge in SAP NetWeaver Administration, migration and upgrades

Identify top issues, define service plan, and drive implementation of identified action items across customer landscapes

Understanding of various SAP cloud solutions and integration scenarios of SAP systems with SCP, Ariba, SuccessFactors etc. (good to have)

Design optimal SAP configuration to maximize system performance and availability

Location : Bengaluru

Work Model : Hybrid

Availability : Immediate - 30days

Years of Experience : 7+ Years