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Technical Services Manager

Technical Services Manager

HCLTechraipur, chattisgarh, in
1 day ago
Job description

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 –

  • Ensure customer satisfaction on technical delivery and support
  • Execute on ECS portfolio
  • Drive ECS innovation portfolio awareness and its implementation
  • Support with incident & service request management as needed
  • Coordinate impact and risk assessment for change management of planned activities
  • Supports the service plan review with the customer and CDM
  • Lead operational meetings with the customer, along with CDM
  • Customer 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 downtimes
  • Hands-on for critical activities
  • Identify and position offerings by SAP Enterprise Cloud Services that deliver value to the customer
  • Supports customer’s Intelligent Enterprise transformation by acting as technical consultant
  • Offer comprehensive knowledge on SAP S / 4HANA architecture, conversion, migration path, methodology and tools
  • Deep experience in technical planning, implementation, coordination, configuration, and integration of SAP solutions
  • Understand the SAP high availability or disaster recovery architecture, network, and virtual technologies (load-balancer, virtual machine)
  • Experience and knowledge in SAP NetWeaver Administration, migration and upgrades
  • Identify top issues, define service plan, and drive implementation of identified action items across customer landscapes
  • Understanding of various SAP cloud solutions and integration scenarios of SAP systems with SCP, Ariba, SuccessFactors etc. (good to have)
  • Design optimal SAP configuration to maximize system performance and availability

    • Location : Bengaluru

    Work Model : Hybrid

    Availability : Immediate - 30days

    Years of Experience : 7+ Years

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