SAP - Technical Services Manager
- Oracle
- 5 to 9 Yrs
- Hyderabad
- 2 months ago
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Job Description
- Job Title: Technical Service Manager (TSM) Overview - TSM acts as a trusted technical advisor in the safeguarding and optimizationof 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 discussionsRecognized as the escalation point for technical issues for the customer landscapeDeep understanding of customer landscape and its interfacesUnderstands the customer business, goals and challenges in order to suggest solutions/innovationAdvises customers on technical requirements, constraints and support in all sorts of technical situations (incl. IT critical situations) throughout their lifecycle within managed cloudPrimary technical point of contact for Client Delivery Manager (CDM)Identifies and positions services that deliver value to the customer from the existing portfolioTSM might visit customer on-site for special situations (i.e., strategic customers kick-off meeting; renewal follow up; discovery workshops; etc.) if requiredSupports customers 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 supportExecute on SAP cloud portfolioDrive innovation portfolio awareness and its implementationSupport with incident & service request management as neededCoordinate impact and risk assessment for change management of planned activitiesIdentify and define a service plan to drive stable operations and innovationAlign the service plan review with customer, CDM and relevant SAP stakeholdersLead operational meetings with the customer, along with CDMCustomer 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 downtimesHands-on for critical activitiesOn-Call activities, if required X,
Employement Category:
Employement Type: Full timeIndustry: IT Services & Consulting
Role Category: Not Specified
Functional Area: Not Specified
Role/Responsibilies: SAP - Technical Services Manager
Contact Details:
Company: DYNE IT ServicesLocation(s): Hyderabad
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Keyskills: Customer Relationship Management Customer Satisfaction Incident Management Service Delivery Capacity Management Problem Management Technical Advisor
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