Technical Service Director

hace 5 días

Bogotá, Bogotá D.E., Colombia SAP SE A tiempo completo

We are seeking a seasoned professional with extensive experience in technical service delivery and management to fill the role of Technical Service Director. As a key member of our team, you will be responsible for delivering high-quality technical services to our customers, particularly those adopting SAP S/4HANA Private Cloud.

Key Responsibilities:

  • Serve as the primary point of contact for private cloud customers, providing expert technical guidance on delivery topics, technology discussions, and contractual entitlements related to technical components.
  • Assume ownership of the technical landscape, ensuring seamless integration and efficient operation of systems.
  • Lead technical delivery and management of system landscapes as a representative of SAP Enterprise Cloud Services, ensuring end-to-end delivery excellence.
  • Act as the single orchestrator for end-to-end delivery from SAP Enterprise Cloud Services, driving operational efficiency and customer satisfaction.
  • Develop strategic technical engagement through service planning with clients, establishing trust and focusing on core services delivered.
  • Proactively manage operational security risk by addressing maintenance activities promptly, keeping customers informed about compliance reports, and closing risk letters.
  • Provide expert technical advice in safeguarding and sharing innovation roadmaps with customers.
  • Maintain close collaboration with ECS Technical Operations to drive operational topics, including ticket handling.
  • Establish strong relationships with all customer-facing roles in SAP to provide a unified One SAP experience.
  • Participate in the SAP overall governance model setup for each customer.
  • Engage in active internal and external stakeholder management.
  • Proactively add value to customers (business) by aligning VAT initiatives.
  • Guide customers on key topics like Business Continuity, Security & Compliance.
  • Maintain customer satisfaction through proactive issue mitigation and escalation management.
  • Support critical customer situations and de-escalations.
  • Protect ECS revenue by being proactive in managing balance statement reviews, supporting contract renewals, and other revenue leakage possibilities.

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