Technical Service Manager

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. 

What you'll do 

We are seeking a skilled and motivated SAP Technical Consultant to join our team as a Technical Service Manager.  In this role, you will lead the delivery of high-quality technical managed services for Rise with SAP customers, ensuring smooth adoption of SAP Private Cloud. You will act as a trusted advisor, orchestrating end-to-end service delivery, managing customer relationships, and driving operational excellence across SAP infrastructure and cloud environments.

Key Responsibilities

• Serve as the primary contact for technical delivery topics, technology discussions, and contractual entitlements for private cloud customers.
• Lead technical delivery and manage system landscapes as a representative of SAP Enterprise Cloud Services (ECS).
• Orchestrate end-to-end delivery across SAP ECS, ensuring alignment with customer expectations.
• Introduce managed services scope and roles during onboarding to establish strong partnerships.
• Develop strategic technical engagement plans and act as a trusted advisor on SAP innovation roadmaps.
• Manage SLA/KPI reporting, escalations, and operational security risks.
• Support business continuity, incident/change processes, and compliance tracking.
• Provide technical support across SAP systems, infrastructure, and hyperscaler environments.
• Coordinate customer activities and contracts with a strong focus on relationship building.
• Maintain customer satisfaction through proactive issue mitigation and escalation management.
• Collaborate with ECS Technical Operations and other SAP roles to deliver a unified "One SAP" experience.

What you bring

Education and Qualification

• Bachelor's degree in Computer Science or related field.
• ITIL Practitioner or equivalent certification desired.
• High proficiency in customer communications and presentations.
• Proficiency in English
• Strong understanding of SAP solutions, including S/4HANA architecture, conversion, migration paths, and tools.

Work Experience

• Minimum 5+ years in SAP technical consulting, SAP Basis administration, or SAP implementation projects.
• Experience in IT service delivery (infrastructure), technical operations, and project management.

Skills and Competencies

• Strong background in SAP System Operations (Basis, Databases, OS, Infrastructure).
• Solid understanding of cloud architecture and IT infrastructure.
• Excellent stakeholder management, negotiation, and presentation skills.
• Ability to manage multiple priorities and engagements in parallel.
• Strong customer focus, networking, relationship-building, and problem-solving skills.

Preferred Skills

• Full E2E SAP Implementation / Upgrade / Conversion project experience.
• SAP system performance analysis and troubleshooting.
• Business Continuity & Disaster Recovery planning.
• Network monitoring, VPN/firewalls, and ISO 27001 fundamentals.
• Certifications in SAP Basis/Application, Project Management, or Hyperscaler.

Soft skills

• Interest in technical topics and motivation to learn.
• Strong interpersonal and communication skills for both technical and non-technical audiences.
• Proactive problem-solving attitude and ability to handle escalations effectively.
• Experience working in international and global virtual matrix organizations.

Meet your team

SAP Enterprise Cloud Services is part of the Customer Services & Delivery board area in SAP. Enterprise Cloud Services is a business unit focusing on delivery of managed private cloud services. To provide our customers with the right level of service, we have Technical and customer facing roles within the unit along with technical delivery.

#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
SAP's 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.

Successful candidates might be required to undergo a background verification with an external vendor.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

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

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