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SAP seeks a seasoned IT professional to fill the position of Technical Service Director - SAP. As a key member of our team, you will be responsible for delivering high-quality managed services to our customers, ensuring seamless technical landscapes, and fostering strong partnerships. Your primary responsibilities will include serving as the primary contact for private cloud customers, owning the technical landscape, and leading technical delivery and management of system landscapes.
- Main Responsibilities:
- Oversee the technical delivery and management of system landscapes as a representative of SAP Enterprise Cloud Services.
- Develop strategic technical engagement via service planning with clients, acting as a trusted advisor to establish a focus on core services delivered.
- Proactively manage operational security risk by addressing maintenance activities promptly and informing customers of compliance reports and risk letter closures.
- Collaborate closely with ECS Technical Operations to drive operational topics, including ticket handling.
- Establish good relationships with customer-facing roles in SAP to provide a unified One SAP experience.
- Play an active role in SAP's overall governance model setup for each customer.
- Engage in internal and external stakeholder management, adding value to customers through aligned VAT initiatives.
- Provide guidance 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 proactively managing balance statement reviews, contract renewals, and other revenue leakage possibilities.
Key Qualifications:
- A bachelor's degree or higher in Computer Science, Engineering, Information Management, Business Administration, or a related field.
- Exceptional communication and leadership skills, with a focus on customer-centricity.
- In-depth understanding of SAP solutions, including S/4HANA architecture, conversion, migration paths, and tools.
- Fluency in English is required, with additional language skills an asset.
