IT Technology Services Specialist- Technical Service Manager

Job Description

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:

As a Technical Service Manager, this role leads the delivery of high-quality technical managed services for RISE with SAP customers and supports the successful adoption and operation of SAP Private Cloud environments.

• Serve as the primary contact for technical delivery topics, technology discussions, and contractual entitlements for private cloud customers.
• Lead technical delivery and manage customer system landscapes as a representative of SAP Gloloud Services (GCO).
• Orchestrate end-to-end service delivery across SAP GCO teams to align execution with customer expectations.
• Introduce the managed services scope, governance model, and role interactions during customer onboarding.
• Develop strategic technical engagement plans and act as a trusted advisor on SAP innovation roadmaps.
• Manage SLA and KPI reporting, escalations, and operational risk topics, including security-related concerns.
• Support business continuity activities, incident and change processes, and compliance tracking.
• Provide technical support across SAP systems, infrastructure layers, and hyperscaler environments.
• Coordinate customer activities and contract-related topics with strong stakeholder engagement.
• Maintain customer satisfaction through proactive issue mitigation and effective escalation management.
• Collaborate with GCO Technical Operations and other SAP roles to deliver an integrated One SAP customer experience.

What you bring:

• Bachelor’s degree in Computer Science or a related field.
• Minimum 5 years of experience in SAP technical consulting, SAP Basis administration, or SAP implementation projects.
• Experience in IT service delivery, technical operations, infrastructure services, and project management.
• Strong background in SAP system operations, including Basis, databases, operating systems, and infrastructure.
• Good understanding of cloud architecture and enterprise IT infrastructure.
• Strong understanding of SAP solutions, including S/4HANA architecture, migration and conversion paths, and related tools.
• Excellent stakeholder management, communication, negotiation, and presentation skills.
• Ability to manage multiple priorities and parallel customer engagements effectively.
• Strong customer focus, relationship-building capability, and problem-solving skills.
• High proficiency in English; Turkish/Italian/Spanish/French are considered a plus.
• ITIL Practitioner or equivalent certification is desirable.
• Proficiency with AI tools ( Claude code, gemini, perplexity, agents, copilot )
• Preferred additional experience includes end-to-end SAP implementation, upgrade or conversion projects, SAP performance analysis and troubleshooting, business continuity and disaster recovery planning, network monitoring, VPN and firewall concepts, ISO 27001 fundamentals, and certifications in SAP Basis, project management, or hyperscaler technologies.

Meet your team:

This role operates within SAP Gloloud Services, working closely with Technical Operations and cross-functional SAP stakeholders to deliver managed cloud services for private cloud customers. The position is customer-facing and combines technical leadership, service delivery governance, and trusted-advisor engagement to support long-term customer success.

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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: Careers@sap.com.

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: 453734 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid