Technical Service Manager (San Pedro Garza García)

Job Summary

We are seeking an accomplished Senior SAP Professional with a technical background to join our team as a Technical Service Manager. You will be instrumental in delivering high‑quality technical managed services, supporting Rise with SAP customers in their SAP S/4HANA Private Cloud adoption journey, and ensuring customer satisfaction through effective service delivery.

Key Responsibilities

• Serve as the primary contact for private cloud customers for technical delivery topics, technology discussions and other contractual entitlements for technical components as per contract.
• Be the technical landscape owner.
• Lead technical delivery and management of the system landscape as a representative of SAP Enterprise Cloud Services.
• Act as the single orchestrator for End‑to‑End delivery from SAP Enterprise Cloud Services.
• Introduce technical managed services scope, roles and responsibilities as part of customer onboarding to establish and strengthen the partnership.
• Develop strategic technical engagement via service planning with clients by acting as a trusted advisor to establish a focus on core services delivered.
• Proactively manage operational security risk by ensuring maintenance activities are addressed promptly, making customers aware of compliance reports and closure of risk letters.
• Act as a trusted technical advisor in safeguarding and sharing innovation roadmap with the customer.
• Maintain close collaboration with ECS Technical Operations to drive operational topics including ticket handling.
• Establish good relationships with all customer‑facing roles in SAP to provide a One SAP experience.
• Participate in SAP overall governance model set up for each customer.
• Active internal and external stakeholder management.
• Proactively add value to customer (business) through aligning VAT (Virtual Account Team) initiatives.
• Guide customers on key topics such as Business Continuity, Security & Compliance.
• Maintain customer satisfaction through proactive issue mitigation and escalation management.
• Support customer critical situations and de‑escalations.
• Protect ECS revenue by managing balance statement reviews, supporting contract renewals and mitigating other revenue leakage possibilities.

Education and Qualifications

• Bachelor’s degree or higher in Computer Science, Engineering, Information Management, Business Administration, or related fields.
• High proficiency in customer communications and presentations.
• Strong understanding of SAP solutions, including S/4HANA architecture, conversion, migration paths, and tools.
• Proficiency in English is mandatory; additional language skills are an asset.

Work Experience

• Minimum of 6 years of SAP Technical Administration with SAP Basis skills.
• 3 years of customer‑facing SAP Technical Consulting experience.
• Experience in solution design, enterprise architecture, and SAP implementation.
• Knowledge of SAP RISE or ECS experience is advantageous.
• Experience in technical project planning, implementation, and configuration.

Skills and Competencies

• Strong background in SAP solutions, technology, and products, and cloud technology.
• Ability to work effectively as part of a virtual, dynamic, and dispersed team.
• Good understanding of cloud architecture and IT technical infrastructure.
• Strong customer focus, networking, relationship‑building, and problem‑solving skills.
• Competency in multi‑tasking and managing multiple engagements in parallel.

Preferred Skills

• Certifications in SAP Basis/Application, Project Management, or Hyperscalers (Azure/AWS/GCP).
• Knowledge of Project Management and IT Service Management standards (e.g., ITIL) and methodologies for SAP IT operations.

What You Bring

• High interest in technical topics and motivation to learn.
• Excellent communication skills and experience in customer‑facing roles.
• Ability to switch communication styles for technical and non‑technical audiences.
• Proactive problem‑solving attitude and customer‑first mindset.
• Experience working in international and general virtual matrix organizations.

SAP's Diversity Commitment

To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.