Technical Service Manager

1 month ago

Auckland City, New Zealand SAP Full time

**We help the world run better**

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

**What you will do**

The Technical Service Manager (TSM) plays a critical role within the SAP Enterprise Cloud Services - APJ & GCR organization as a trusted advisor, responsible for safeguarding and optimizing customers' investments in SAP Enterprise Cloud Services. As the primary point of contact for customers in technical discussions and escalations, the TSM is tasked with developing a deep understanding of each customer’s landscape, advising on technical requirements, and addressing complex challenges throughout the customer lifecycle. This role also involves close collaboration with Customer Delivery Managers and internal delivery teams to ensure customer satisfaction through the delivery of high-quality services.

**What you bring**

**Key Responsibilities**- Serve as the primary technical contact for SAP Enterprise Cloud Services customers, offering guidance and support across their lifecycle.- Gain a deep understanding of customer goals and challenges to offer tailored solutions and recommendations.- Manage and resolve escalations related to SAP Enterprise Cloud Services customer landscapes.- Advocate for value-added services within the SAP Enterprise Cloud Services portfolio to meet customer needs.- Collaborate with SAP Enterprise Cloud Services delivery units to establish long-term service plans and account visions.- Participate in on-site customer visits when necessary and support customers’ Intelligent Enterprise transformation as a technical consultant.

**Education, Skills, and Competencies**- Bachelor’s degree in Computer Science, Engineering, or Information Management (or equivalent experience).- Solid expertise and in SAP technologies (SAP certification preferred).- Strong focus on customer service and communication, with the ability to explain technical details to non-technical audiences effectively.- Analytical and solution-focused mindset with excellent English communication and presentation skills.- Proven skills in managing customer escalations, process improvements, and key relationships.- Working knowledge of hyperscalers, multi-cloud integrations, networking, and virtualization technologies (e.g., load balancers, VMs).- Ability to perform under pressure and consistently deliver value to customers and the organization- Experience working with international and cross-cultural teams for seamless project execution.

**Work Experience**- 9+ years of SAP technology (BASIS) experience in the IT industry.- 5+ years of customer-facing experience, with demonstrated skills in de-escalation, conflict resolution, and executive-level relationship management.- Proven technical project management skills to handle complex customer projects efficiently and resolve issues effectively

**Meet your team**

Within the Customer Services and Delivery (CS&D) board area, the mission of SAP Enterprise Cloud Services is to shape the future of SAP by providing a comprehensive, end-to-end managed services experience that supports customers throughout their cloud transformation journey. Our goal is to offer a range of cloud deployment options, leveraging SAP’s infrastructure, partner infrastructures, and public cloud platforms.

**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 and more equitable world.

**EOE AA M/F/Vet/Disability**:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Requisition ID: 410056 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.

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