SAP Technical Services Manager

Role OverviewThe Technical Service Manager (TSM) is the primary technical contact for SAP Enterprise Cloud Services customers, specifically supporting HEC, S/4HANA Private Cloud Edition, S/4HANA Cloud Extended Edition, and HANA Enterprise Cloud Advanced Edition. Managing the complete technical lifecycle from onboarding through continuous service delivery, the TSM oversees governance, architecture, maintenance planning, and escalation management. This role functions as a trusted advisor, resolving complex technical challenges and aligning cross-functional SAP teams to ensure high customer satisfaction and successful digital transformations.Key Responsibilities

• Customer Liaison: Act as the primary technical point of contact for innovations, escalations, incidents, and service requests.
• Relationship Management: Develop and maintain trusted-advisor relationships with key customer and partner stakeholders.
• Service Delivery: Take end-to-end accountability for orchestrating technical service delivery across complex landscapes.
• Solution Alignment: Map customer business objectives to optimal SAP cloud services and infrastructure solutions.
• Technical Guidance: Provide expert advice on S/4HANA architecture, migrations, conversions, and technical tooling.
• Infrastructure Knowledge: Utilize understanding of High Availability (HA), Disaster Recovery (DR), networking, virtualization, and hyperscalers.
• Service Optimization: Identify system issues, design service improvement plans, and tune SAP configurations for maximum stability.
• Escalation Resolution: Manage critical situations by coordinating resolution efforts across global SAP delivery units.
• Commercial Support: Assist sales teams with contract renewals and the positioning of additional ECS offerings.
• Risk & Compliance: Proactively manage operational risks, security compliance, and mandatory maintenance schedules.
• Strategic Roadmaps: Partner with internal delivery teams to build long-term technical strategies and account roadmaps.

Role RequirementsRequired Technical Skills & Competencies

• Education: Bachelor’s degree in Computer Science, IT, Engineering, Business Administration, or a related field.
• SAP Expertise: Deep knowledge of SAP Basis administration, HANA database operations, and system migrations.
• Cloud Infrastructure: Solid grasp of cloud architecture, hybrid environments, and enterprise cloud operational processes.
• OS & Database: Hands-on experience working with Unix/Linux environments and Sybase databases.
• Communication: Flawless English communication and presentation skills, tailored for both technical teams and executives.
• Accountability: Proactive problem-solving approach with a "customer-first" mindset and matrix-organization navigation skills.

Preferred Qualifications

• Certifications: Valid SAP Basis/Application certifications or Hyperscaler credentials (AWS, Azure, GCP).
• Methodologies: Familiarity with ITIL, SAP Solution Manager, SAP ALM, and Run SAP frameworks.
• Resiliency: Practical experience implementing complex SAP HA and DR architecture strategies.

Experience Metrics

• Total Experience: 10+years in SAP Technical Administration, Basis, Operations, or SAP Cloud technologies.
• Client-Facing Roles: Minimum of 8 years in customer-facing cloud services or IT consulting positions.
• Project Delivery: Proven track record of at least 4 full-cycle implementations and 4 AMS/support projects.
• Crisis Management: Direct experience leading and defusing mission-critical customer escalations.

Pay: R100 000,00 - R120 000,00 per month

Experience:

• SAP HANA: 5 years (Required)
• SAP S/4HANA: 5 years (Required)
• IT service management: 8 years (Required)

Work Location: In person