Senior Technical Service Manager


Porto Salvo (2740-262) – Portugal
Main Industry:
Search Information Technology Jobs
Other Industries & Skills: 
Customer Service & Call Centre Management & Executive
Job ID:
Posted On: 
13 February 2024

We help the world run better

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. 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.Apply now! 

SAP Enterprise Cloud Services (ECS) is part of the Product Engineering board area in SAP. ECS is responsible for providing cloud-hosted infrastructure, technical & application managed services to our SAP private cloud customers. The Technical Service Manager (TSM) is the single point of contact for all technical topics in the context of the customer’s S/4 HANA Private Cloud engagement. 

What you will do 

As a Senior Technical Service Manager, you will contribute to SAP’s global strategy by supporting our customers with their SAP S/4 HANA adoption on their path to the Intelligent Enterprise as part of the SAP Enterprise Cloud Services team. TSMs play a critical part in helping our customers accelerate their cloud transformation journey and enable them to achieve the business values and outcomes they want from their SAP landscape. Your will act as a trusted technical advisor to our customers and partners. This includes analyzing customers’ business requirements and problems and working across the SAP Enterprise Cloud Services and other SAP departments to provide quality services to our customers, resolve technical complexities and accompany them throughout their entire cloud transformation journey. 

As Senior Technical Service Manager you will be responsible for the following tasks: 

-Primary contact for customers for discussions about SAP technology and innovations and serve as an escalation point person for technical issues, service requests, and incidents. 

-Understand the customer’s business, goals, and challenges to suggest technical solutions & services. 

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

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

-Identify top issues, define & execute service plan activities and orchestrate implementation of technical action items across customer landscapes. 

-Design optimal SAP configuration to maximize system performance and availability. 

-Identify and position offerings by SAP that deliver value to the customer. 

What you need to bring 

-Minimum 7+ years of SAP Technical administration and operations of SAP Solutions (preferably in the domain of SAP Basis). 

-Minimum 3 years of experience in a customer-facing role. 

-Hands-on experience and working knowledge of Unix/Linux flavors, SAP HANA and Sybase databases. 

-Experience in de-escalating critical situations. 

-Fluency in Portuguese and English is mandatory. Fluency in Italian, Spanish, or Turkish language is an advantage. 

-Solid know-how in SAP Technologies and Products (SAP certification highly beneficial). 

-Hyperscalers certification (AWS, Azure, GCP) is a plus. 

Meet your team 

ECS organization is a global organization and the regional TSM team is in Spain, Italy, and India. We are a highly diverse and positive-spirited bunch of colleagues. Next to our obsession for customer satisfaction, we value internal knowledge sharing & collaboration as well as making the ECS organization a little better every day. 

We ask for your application to be submitted in English language only. 



We build breakthroughs together

SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together.

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.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. 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 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: Careerssap
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.

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

Requisition ID: 380984  | Work Area: Information Technology  | Expected Travel: 0 – 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.

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