Job Description

JOB DESCRIPTION

Technical Service Manager (TSM) acts as a trusted technical advisor in the safeguarding and optimization of customer investments into the managed cloud environment. TSM governs managed cloud customer relationship management from a technical perspective, while advocating for the customer. TSM will work as a team with CDMs and cloud internal service delivery to serve and delight the end-customers, by providing quality services to satisfy their needs and resolving technical complexities throughout their entire lifecycle in cloud environment.

Primary contact for the customer regarding technology discussions
Recognized as the escalation point for technical issues for the customer landscape
Deep understanding of customer landscape and its interfaces
Understands the customer business, goals and challenges in order to suggest solutions/innovation
Advises customers on technical requirements, constraints and support in all sorts of technical situations (incl. IT critical situations) throughout their lifecycle within managed cloud
Primary technical point of contact for Client Delivery Manager (CDM)
Identifies and positions services that deliver value to the customer from the existing portfolio
TSM might visit customer on-site for special situations (i.e., strategic customer's kick-off meeting; renewal follow up; discovery workshops; etc.) if required
Supports customer's Intelligent Enterprise transformation by acting as technical consultant (Ex: S4HANA conversion)
Works with CDM, PL, Account executive, CAS architects and cloud internal service delivery to derive the long-term account vision and executable service plans.

Deliverables: -

Ensure customer satisfaction on technical delivery and support
Execute on SAP cloud portfolio
Drive innovation portfolio awareness and its implementation
Support with incident & service request management as needed
Coordinate impact and risk assessment for change management of planned activities
Identify and define a service plan to drive stable operations and innovation
Align the service plan review with customer, CDM and relevant SAP stakeholders
Lead operational meetings with the customer, along with CDM
Customer specific guidance derived out of EWAs, RCAs, Technical Services and Monthly Service Reviews, providing an in-depth review of the generated reports and action items follow up.
Plan and execute Capacity Management, Landscape Optimization and other value adding services.
Focus on Problem Management to adopt countermeasures, preventing unexpected downtimes
Hands-on for critical activities
On-Call activities, if required

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Senior Consultant