Senior Technical Services Manager - BASIS:Johannesburg The Technical Service Manager (TSM) serves as the primary technical point of contact for SAP Enterprise Cloud Services customers, mainly focusing on HANA Enterprise Cloud (HEC), S/4HANA Private Cloud Edition, S/4HANA Cloud Extended Edition, and HANA Enterprise Cloud Advanced Edition. The TSM drives end-to-end technical engagement from onboarding onwards, including customer onboarding, continuous service delivery, technical governance, architecture discussions, release and maintenance planning, service optimization, escalation handling, and technical advisory across the customer lifecycle. The TSM is expected to maintain high customer satisfaction through proactive issue mitigation, technical leadership, and strong stakeholder engagement while helping customers maximize the value of their SAP cloud transformation journey. The role acts as a trusted technical advisor to customers and partners by understanding customer business requirements, resolving technical complexities, and orchestrating cross-functional SAP teams to deliver quality services. ROLE REQUIREMENTS Key Responsibilities: Serve as the primary contact for customers for SAP technology discussions, innovations, technical escalations, incidents, and service requests. Build and maintain strong relationships with customer stakeholders and establish a trusted technical advisor status. Demonstrate accountability as the technical orchestrator for End-to-End service delivery across customer landscapes. Understand customer business goals, challenges, and technical requirements to recommend optimal SAP solutions and services. Offer comprehensive expertise on SAP S/4HANA architecture, migration paths, conversion methodologies, and technical tools. Understand SAP High Availability (HA), Disaster Recovery (DR), network, virtualization, and hyperscaler technologies. Identify top technical issues, define service improvement plans, and drive implementation of technical action items. Design and optimize SAP configurations to maximize system performance, stability, and availability. Act as a de‑escalation point for critical customer situations and coordinate resolution across SAP delivery units. Support the positioning of additional ECS offerings and contribute to contract renewals in alignment with SAP sales teams. Proactively manage operational and security risks by ensuring maintenance activities, compliance actions, and risk mitigations are completed on time. Create a culture of proactive problem management and continuous service improvement. Collaborate with SAP Enterprise Cloud Services delivery teams to establish long‑term technical roadmaps and account strategies. Education, Skills, and Competencies Required Skills Bachelor’s degree or equivalent in Computer Science, Technical Engineering, Information Technology, Business Administration, or related fields. Strong understanding of SAP Basis administration, SAP system migration, SAP HANA, and SAP landscape operations. Good understanding of SAP cloud business, cloud infrastructure, hybrid environments, and cloud operational processes. Hands‑on experience with Unix/Linux environments, SAP HANA, and Sybase databases. Excellent communication and presentation skills in English with the ability to communicate effectively with both technical and non‑technical stakeholders. Strong customer engagement, stakeholder management, and de‑escalation capabilities. Ability to manage multiple customer engagements in parallel within a global virtual organization. Proactive, problem‑solving, “customer first” mindset with strong ownership and accountability. Strong collaboration skills with experience working in global and matrix organizations. Preferred Skills SAP Basis/Application certifications are highly beneficial. Hyperscaler certifications (AWS, Azure, GCP) are considered a strong advantage. Knowledge of SAP IT operations standards and methodologies such as ITIL, SAP Solution Manager, SAP ALM, and Run SAP methodologies is beneficial. Experience with SAP High Availability and Disaster Recovery concepts is preferred. Work Experience Total 12 to 16 years of experience in SAP Technical Administration, SAP Operations, SAP Basis, or SAP cloud technologies. Minimum 8+ years of experience in a customer‑facing role within cloud services or IT consulting environments. Minimum 4 implementation projects and 4 AMS/support project experiences. Strong experience handling mission‑critical customer situations and escalations. WHY JOIN US This is an exciting opportunity to join SAP’s dynamic and international Enterprise Cloud Services organization and make a significant impact on customers’ cloud transformation journeys. If you are passionate about SAP technologies, customer success, technical leadership, and cloud innovation, this role offers an opportunity to work with strategic customers, cutting‑edge SAP cloud technologies, and highly collaborative global teams while contributing to SAP’s cloud‑first future. Equal Employment Opportunity Qualified applicants will receive consideration for employment without regard to their 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. #J-18808-Ljbffr