Principal Technical Service Manager, Global Cloud Ops, CalgaryWe help the world run betterAt SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, excellent benefits, and a team that wants you to grow and succeed.ABOUT THE TEAMTechnical Service Managers (TSM) within the SAP Enterprise Cloud Services (ECS) organization oversee all technical and managed service aspects of the Customer Engagement from the point of sale throughout the entire lifecycle of customer RISE contracts. They deliver fixed-scope, proactive and outcome-based services across the entire SAP software stack to SAP’s RISE customers. This team is dedicated to customer centricity, client intimacy and support of client lifecycle management.We create a stable foundation for our customers’ IT operations and support customers on their digital transformation journey to the intelligent enterprise based on S4/HANA. With continuous access to our expertise and the broader SAP expert network, our customers can take advantage of the latest technologies to support ongoing business innovation. SAP ECS helps customers accelerate their innovation adoption, delivering the flexibility to adapt to business changes, rapidly implement technologies and standardize and optimize operations of SAP centric solutions. The mission of this organization is to maximize customer success by managing complexity, ensuring stable operations, mitigating risk and lowering total cost of operation, supporting customers on their journey to the intelligent enterprise powered by S4/HANA and releasing investment as well as customer resource capacity for innovation.THE ROLEAs Technical Service Manager (TSM), you are an accomplished Senior SAP Technical Consultant delivering high-quality results. You will be a key member of ECS, contributing to SAP's Global strategy of helping customers adopt SAP S/4HANA on their path to the Intelligent Enterprise.Technical Service Manager (TSM) acts as a trusted technical & Delivery advisor in safeguarding and optimizing customer investments into SAP ECS. TSM owns the customer landscape and advises on critical and complex landscape changes during life cycle management.



TSM works as a team with ECS internal service delivery and other roles within SAP to serve and delight customers, providing quality services throughout their entire lifecycle.This is a customer-facing role within the ECS North America regional team.KEY RESPONSIBILITIESPrimary contact for the customer regarding technology and cloud service delivery discussions.Run regular cadence with stakeholders at customer and manage expectations with regards to service delivery; act as first escalationpoint.Own the technical discussions with the customer, orchestrate experts to obtain expertise from the SAP delivery organization as required.Own and possess detailed understanding of the customer landscape managed within ECS and understand interdependencies between systems (both within ECS and beyond).Support the Account team and the TechOps teams for execution of the service delivery plan and calendar.Analyze customer technical requirements and coordinate experts from ECS Delivery team, driving those topics to resolution to the satisfaction of the customer.Present the intricacies of the private offering, technical details, and engagement model to internal and external stakeholders.Support the customer or SAP services teams to build customer‑specific cloud roadmaps covering infrastructure architecture, technical managed services, security, and integration.Guide customers on all technical aspects like business continuity, security & compliance, networks, etc.Assess customer security and network requirements to ensure the SAP security architecture framework meets customer requirements.Conduct technical & operational reviews (monthly) to measure progress against defined cloud architecture & roadmap; establish and drive resolution plans to resolve issues and problems to completion.Support the migration roadmap together with partners, system integrators, and/or SAP Professional Services.EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIESBachelor’s degree or higher in Computer Science, Engineering, Information Management.High proficiency in the SAP product portfolio, offerings,



and industry solutions.Strong technical project management skills & customer-facing experience.Strong ability to translate between technical and non-technical audiences with confidence.Strong engagement management, relationship building, and de-escalation skills.Excellent presentation, communication and moderator skills.Good understanding of SAP solutions (releases, platform interdependencies, etc.).Good understanding of operational aspects (application or technical) of SAP solutions in a cloud environment.Good understanding of capabilities of at least one hyperscale cloud (AWS, MS Azure or GCP).Willingness to undertake customer-related travel on short notice.WORK EXPERIENCE12+ years of experience with SAP Basis administrative duties (required).12+ years of customer-facing SAP Technical Consulting experience.12+ years of solution design, enterprise architecture, and/or SAP implementation.6+ years’ experience in technical project management for SAP operations or implementation.SAP NetWeaver, OS/DB migration, SAP HANA, TOGAF certifications are plus.Experience and certifications with IaaS providers (AWS, MS Azure, or GCP) are an advantage.SAP HANA and S/4 HANA skills would be very helpful but not mandatory.Cloud security including cyber security, encryption, and key management knowledge is preferred.ADDITIONAL INFORMATIONQualified applicants will receive consideration for employment without regard to age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, etc.), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is $131,000-$270,300 (CAD). The actual amount to be offered will be within that range, dependent upon key aspects of each case.Due to the nature of the role, which involves global interactions with SAP entities, as well as with employees and stakeholders in Canada, functional proficiency in English is required for positions based in the Quebec.#J-18808-Ljbffr

📌 Principal Technical Service Manager, Global Cloud Ops, Calgary - C$131,000 - C$270,300 A Year (Winnipeg)
🏢 SAP
📍 Winnipeg