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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