IT Technology Services Senior Specialist

About SAP and the Opportunity

SAP is a global leader in enterprise application software, serving over 20 industries and 80% of global commerce. We are committed to fostering an inclusive work environment where individuals can bring their best and grow professionally while prioritizing well-being. This role resides within the Customer Value Group board area, specifically under Global Cloud Operation (GCO) and Enterprise Cloud Services (ECS), which operate SAP’s Cloud ERP Private offering and support thousands of customers worldwide.

Role Overview

The Technical Service Manager (TSM) position is integral to delivering proactive, outcome-oriented technical managed services to customers adopting SAP's cloud ERP solutions, such as RISE with SAP. The TSM acts as a trusted technical and delivery advisor throughout the customer lifecycle, ensuring smooth and optimized operations and fostering strong customer engagement and satisfaction.

Key Responsibilities

• Serve as primary technical contact for customers regarding cloud service delivery and technology-related discussions.
• Facilitate regular meetings with stakeholders and manage customer expectations, acting as the first escalation point.
• Coordinate expertise within SAP delivery teams to address complex customer technical requirements.
• Maintain comprehensive knowledge and ownership of customer landscapes managed within ECS, including system interdependencies.
• Collaborate with account and technical operations teams to execute service delivery plans.
• Develop and support customer-specific cloud roadmaps encompassing infrastructure architecture, security, and integration.
• Provide guidance on business continuity, security compliance, network design, and assess SAP security framework alignment with customer needs.
• Conduct monthly technical and operational reviews to monitor progress, resolve issues, and support migration roadmaps alongside partners and service providers.
• Demonstrate thorough understanding of SAP S/4HANA architecture, migration methodologies, and related cloud and integration technologies.

Required Qualifications and Skills

• Bachelor’s degree or higher in Computer Science, Engineering, or Information Management.
• In-depth knowledge of SAP product portfolio and industry solutions.
• Extensive experience in SAP Basis administration and SAP technical consulting with a strong customer-facing background.
• Proven technical project management capabilities and excellent communication skills to bridge technical and non-technical audiences.
• Relationship management, negotiation, and conflict de-escalation proficiency.
• Familiarity with SAP cloud environments, operational aspects, and hyperscale cloud platforms such as AWS, Microsoft Azure, or Google Cloud Platform.
• Willingness to travel at short notice for customer engagements.
• Certifications such as SAP NetWeaver, OS/DB migration, TOGAF, or experience with IaaS platforms are advantageous.
• Preferred knowledge of SAP HANA, S/4HANA, Cloud ERP Private (RISE), and cloud security including cyber security practices.

Work Environment and Diversity

SAP promotes a culture of inclusion, well-being, and flexibility, ensuring a workplace where diverse backgrounds are respected and everyone can perform at their best. Equal Employment Opportunity is a core value, with accommodations available for applicants with disabilities to support an accessible recruitment process.

Additional Information

• Work location: Athlone, Ireland (on-site).
• Employment type: Contract.
• Expected travel up to 10%.
• Background verification may be required.