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.

Summary:
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 context of the customer’s S/4 HANA Private Cloud engagement.

What you will do:
As a 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 analysing 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 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 business, goals, and challenges to suggest technical solutions & services.
• Offer comprehensive knowledge on 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 an 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 experience in SAP technical administration and operations of SAP solutions, preferably in SAP Basis with SAP HANA and other database technologies.
• At least 3 years in a customer‑facing role managing IT service delivery (e.g., Service Manager, Technical Lead, Project Lead).
• Proven knowledge and hands‑on experience in data‑center infrastructure, including virtualization, automation, storage, high availability, and disaster recovery.
• Strong understanding of networking, including connectivity methods and routing in private‑cloud environments.
• Experience handling and de‑escalating critical situations efficiently and professionally.
• Fluency in Spanish and English is mandatory; proficiency in Italian, Portuguese, or Turkish is an advantage.
• Solid know‑how of SAP technologies and products, with SAP certification considered highly beneficial.
• Hyperscaler (AWS, Azure, GCP) and ITIL certifications are 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 make ECS organization a little better every day.

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

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: 447159 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid