SAP Technical Service Manager with German

Who we are

We drive innovation – from advisory and implementation to managed services and beyond, powered by a global team of over 18,500 experts representing over 90 nations in more than 30 countries. With SAP at our core and a powerful ecosystem of partners like Microsoft and ServiceNow, we continuously improve solutions and AI-driven technology to make them work for companies – and for their people.

As part of NTT DATA, a $30+ billion business and technology services, AI and digital infrastructure leader. As a Global Top Employer, NTT DATA serves 75% of the Fortune Global 100 and, with experts in over 70 countries, co-innovates solutions that encourage experimentation and recognize great work. With us, you have endless opportunities to think big, act bold and take ownership. Make this the place where you belong, learn, and build your network. 

As a Technical Service Manager, you will act as a trusted technical advisor, helping customers safeguard and optimize their investments in managed cloud environments. You will govern the customer relationship from a technical perspective, advocate for the customer and collaborate closely with Client Delivery Managers and internal cloud service delivery teams.

What you will be doing

• Act as the primary customer contact for technology-related discussions throughout the managed cloud lifecycle.
• Serve as the escalation point for technical issues affecting the customer’s cloud landscape.
• Develop and maintain an in-depth understanding of the customer’s system landscape, architecture, interfaces and technical dependencies.
• Understand the customer’s business, objectives and challenges and recommend suitable technical solutions and innovations.
• Advise customers on technical requirements, constraints, risks and available options, including during business-critical IT situations.
• Act as the primary technical point of contact for the Client Delivery Manager.
• Work with Client Delivery Managers, Project Leads, Account Executives, architects and internal cloud delivery teams to establish the long-term account vision and executable service plans.
• Identify and position relevant services from the existing portfolio that deliver measurable customer value.
• Support customers’ Intelligent Enterprise transformation initiatives as a technical consultant, including SAP S/4HANA conversion programs.
• Ensure customer satisfaction with technical delivery, operational support and managed cloud services.
• Drive awareness and adoption of the SAP cloud and innovation portfolio.
• Support incident and service request management when required.
• Coordinate impact and risk assessments for planned changes and technical activities.
• Define and maintain service plans focused on operational stability, continuous improvement and innovation.
• Review and align service plans with customers, Client Delivery Managers and relevant SAP stakeholders.
• Lead operational customer meetings together with the Client Delivery Manager.
• Provide customer-specific technical guidance based on EarlyWatch Alert reports, Root Cause Analyses, technical services and Monthly Service Reviews.
• Conduct detailed reviews of technical reports and ensure that agreed action items are monitored through completion.
• Plan and execute capacity management, landscape optimization and other value-adding technical services.
• Drive proactive problem management and preventive measures to reduce the risk of unexpected downtime.
• Provide hands-on technical support for critical activities when required.
• Participate in on-call activities according to business and customer requirements.
• Visit customer locations for specific engagements, such as strategic kick-off meetings, renewal discussions or discovery workshops, when required.

What you will bring along

• Proven experience in a customer-facing technical service management, SAP managed services or cloud operations role.
• Strong understanding of SAP technical landscapes, system architecture, interfaces and operational dependencies.
• Experience supporting SAP systems in managed cloud or enterprise cloud environments.
• Sound knowledge of SAP technical operations and service delivery processes across the customer lifecycle.
• Experience with incident, problem, change, service request and risk management.
• Ability to analyze complex technical situations, coordinate appropriate specialists and drive issues through resolution.
• Experience reviewing technical reports, Root Cause Analyses and operational service metrics and translating findings into actionable recommendations.
• Knowledge of capacity management, landscape optimization, service planning and operational stability practices.
• Understanding of SAP S/4HANA transformation and conversion scenarios.
• Ability to connect customer business objectives with technical solutions, cloud services and innovation opportunities.
• Strong customer orientation, ownership and focus on service quality and customer satisfaction.
• Excellent stakeholder management, advisory, facilitation and communication skills.
• Ability to collaborate effectively with customers, delivery managers, account teams, architects and distributed technical delivery teams.
• Ability to communicate technical risks, constraints and recommendations clearly to both technical and non-technical stakeholders.
• A proactive and structured approach, combined with the ability to perform effectively in critical or high-pressure situations.
• Willingness to provide hands-on support, participate in on-call activities and travel to customer locations when required.
• You are fluent in written and spoken English and German.