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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