Technical Services Manager

Technical Services Manager with CDM Responsibilities – · Primary contact for the customer regarding technology discussions · Recognized as the escalation point for technical issues for the ECS 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 ECS · Primary technical point of contact for Client Delivery Manager (CDM) · Identifies and positions services that deliver value to the customer from the existing ECS portfolio · TSM will visit customer on-site for special situations (i.e., strategic customer’s kick-off meeting; renewal follow up; discovery workshops; etc.) · Supports customer’s Intelligent Enterprise transformation by acting as technical consultant (Ex: S4HANA conversion) · Works as a CDM as well, and with PL, Account executive, CAS architects and ECS internal service delivery to derive the long-term account vision and executable service plans Additionally - Client Leadership : Develop a strategic engagement with your client to establish client focus on the core of the services delivered. Build and maintain strong relationships with key stakeholders. End-to-end ownership for delivery of service : Demonstrate accountability as the single orchestrator for End2End delivery. Enforce a culture of performance & collaboration through delivery engagement and Internal Stakeholder Management Profitability Management : Proactive account cost management. Understanding customer business needs to find innovative solutions adapted to client’s level of maturity, Safeguarding ECS Revenue, contract renewals Contract Adherence : Understand the customer's business, ECS Technical and contractual aspects of services being delivered. Understands the importance of SAP services to their customer’s business Compliance & Risk Management : Proactive management of Operational security risk by ensuring maintenance activities are addressed promptly, making customers aware of compliance reports and closure of risk letters Continuous Improvement and Communication : Create a culture of pro-active problem management, continually improve the effectiveness and efficiency of services delivered to customers. Tasks – · Ensure customer satisfaction on technical delivery and support · Execute on ECS portfolio · Drive ECS 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 · Supports the service plan review with the customer and CDM · 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 · Identify and position offerings by SAP Enterprise Cloud Services that deliver value to the customer · Supports customer’s Intelligent Enterprise transformation by acting as technical consultant · Offer comprehensive knowledge on SAP S/4HANA architecture, conversion, migration path, methodology and tools · Deep experience in technical planning, implementation, coordination, configuration, and integration of SAP solutions · Understand the SAP high availability or disaster recovery architecture, network, and virtual technologies (load-balancer, virtual machine) · Experience and knowledge in SAP NetWeaver Administration, migration and upgrades · Identify top issues, define service plan, and drive implementation of identified action items across customer landscapes · Understanding of various SAP cloud solutions and integration scenarios of SAP systems with SCP, Ariba, SuccessFactors etc. (good to have) · Design optimal SAP configuration to maximize system performance and availability Location : Bengaluru Work Model : Hybrid Availability : Immediate - 30days Years of Experience : 7+ Years