Technical Services Manager - Global Cloud Operations (GCO), North America

Technical Services Manager - Global Cloud Operations (GCO), North America

This position requires you to commit to our hybrid‑work model policy and you will be expected to be at the SAP office 3x a week.

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 technical managed services and technical operations across the 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) with a strong international focus and cultural diversity.

Technical Service Managers (TSM) oversee all technical and managed service aspects of the Customer Engagement from the point of sale throughout the entire lifecycle of the customer RISE contract. They deliver fixed‑scope, proactive and outcome‑based services across the entire SAP software stack to SAP’s RISE customers.

The Role

As a Technical Service Manager (TSM), we are looking for an accomplished Senior SAP Technical Consultant who consistently delivers high‑quality results. You will be a key member of ECS, contributing to SAP’s Global strategy of helping customers adopt SAP S/4HANA on their path to the Intelligent Enterprise.

TSM acts as a trusted technical & delivery advisor in safeguarding and optimizing customer investments into SAP ECS. TSM owns the customer landscape and advises on critical and complex landscape changes during lifecycle management. TSM will work as a team with ECS internal service delivery and other roles within SAP to serve and delight our customers, providing quality services throughout their entire lifecycle.

This is a customer‑facing role located on the ECS North America regional team.

Key Tasks

• Primary contact for the customer regarding technology and cloud service delivery discussions.
• Run regular cadence with stakeholders at the customer and manage expectations with regards to service delivery; act as first escalation point.
• Own the technical discussions with the customer and orchestrate experts to obtain expertise from the SAP delivery organization as required.
• Ownership & detailed understanding of the customer landscape managed within ECS and 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 coordinate experts from the ECS Delivery team to drive those topics to resolution to customer satisfaction.
• 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 covering 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 ensure the SAP security architecture framework can meet customer requirements.
• Conduct technical & operational reviews (monthly) to measure progress against defined cloud architecture & roadmap; establish and drive resolution plans.
• Support the migration roadmap together with partners, System Integrators, and/or SAP Professional Services.
• Maintain comprehensive knowledge on S/4HANA architecture, conversion, migration path, methodology and tools.
• Understand various SAP cloud solutions and integration scenarios of SAP systems with BTP, Ariba, SuccessFactors, etc.

Education and Qualification / Skills and Competencies

• Bachelor’s degree or higher in Computer Science, Engineering, or 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 audiences with confidence.
• Strong engagement management, relationship building and de‑escalation skills.
• Excellent presentation, communication and moderation 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 cloud (AWS, MS Azure, or GCP).
• Willingness to undertake customer‑related travel on short notice.

Work Experience

• Demonstrated, advanced‑level experience performing SAP Basis administrative duties is required.
• Extensive, client‑facing background in SAP Technical Consulting.
• Strong track record in solution design, enterprise architecture, and/or SAP implementation within complex environments.
• Proven experience in technical project management for SAP Operations or SAP Implementation.
• SAP NetWeaver, OS/DB migration, SAP HANA, TOGAF certifications are a plus.
• Experience and certifications with IaaS providers (AWS, MS Azure, or GCP) are an advantage.
• SAP HANA and S/4HANA skills would be very helpful but not mandatory.
• Understanding of Cloud ERP Private (RISE with SAP).
• Cloud security including cyber security, encryption, and key management knowledge is preferred.

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

We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and need accommodation or special assistance to navigate our website or complete your application, please send an e‑mail with your request to Recruiting Operations Team: Ver el correo electrónico en click.appcast.io. Requests for reasonable accommodation will be considered on a case‑by‑case basis.

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