Technical Services Manager

Technical Services Manager with CDM

Responsibilities –

• Primary contact for the customer regarding technology discussions
• Recognized as the escalation point for technical issues for the ECS customer landscape
• Deep understanding of customer landscape and its interfaces
• Understands the customer business, goals and challenges in order to suggest solutions / innovation
• Advises customers on technical requirements, constraints and support in all sorts of technical situations (incl. IT critical situations) throughout their lifecycle within ECS
• Primary technical point of contact for Client Delivery Manager (CDM)
• Identifies and positions services that deliver value to the customer from the existing ECS portfolio
• TSM will visit customer on-site for special situations (i.e., strategic customer’s kick-off meeting; renewal follow up; discovery workshops; etc.)
• Supports customer’s Intelligent Enterprise transformation by acting as technical consultant (Ex : S4HANA conversion)
• Works as a CDM as well, and with PL, Account executive, CAS architects and ECS internal service delivery to derive the long-term account vision and executable service plans

Additionally -

Client Leadership : Develop a strategic engagement with your client to establish client focus on the core of the services delivered. Build and maintain strong relationships with key stakeholders.

End-to-end ownership for delivery of service : Demonstrate accountability as the single orchestrator for End2End delivery. Enforce a culture of performance & collaboration through delivery engagement and Internal Stakeholder Management

Profitability Management : Proactive account cost management. Understanding customer business needs to find innovative solutions adapted to client’s level of maturity, Safeguarding ECS Revenue, contract renewals

Contract Adherence : Understand the customer's business, ECS Technical and contractual aspects of services being delivered. Understands the importance of SAP services to their customer’s business

Compliance & Risk Management : Proactive management of Operational security risk by ensuring maintenance activities are addressed promptly, making customers aware of compliance reports and closure of risk letters

Continuous Improvement and Communication : Create a culture of pro-active problem management, continually improve the effectiveness and efficiency of services delivered to customers.

Tasks –

Location : Bengaluru

Work Model : Hybrid

Availability : Immediate - 30days

Years of Experience : 7+ Years