Technical Service Manager (TSM)

Project overview

This contract role manages technical service delivery and critical customer escalations for SAP cloud operations, supporting customers’ Intelligent Enterprise transformation. The core requirements are 9+ years of SAP BASIS experience, working knowledge of hyperscalers, multicloud integration, networking and virtualization, and at least 5 years in customer-facing escalation and executive relationship management. The role also calls for fluent Bahasa Indonesia, professional English, technical project management, and basic AI understanding; SAP certification is preferred.

The stated experience range is 9–12 years, while the description specifies 9+ years of SAP BASIS and 5+ years of customer-facing experience. The person will be based in Indonesia, travel for on-site visits in Jakarta and elsewhere in the country, work across APAC teams, and is expected to join as soon as possible; the specific work arrangement is not stated.

Responsibilities

• Language and communication: Fluent Bahasa Indonesia and professional English, able to explain complex technical topics clearly to both technical and executive audiences and to run escalation calls in the customer’s own language.
• Technical expertise: 9+ years of SAP BASIS experience (SAP certification preferred), with working knowledge of hyperscale's, multi-cloud integration, networking and virtualization (load balancers, VMs) and Basic understanding on AI topics.
• Customer and escalation management: 5+ years of customer-facing experience, with proven de-escalation, conflict resolution and executive-level relationship management for critical accounts.
• Delivery and collaboration: Strong technical project management, an analytical, solution-focused mindset, and the ability to work under pressure with other supporting role and cross-cultural delivery teams across APAC
• Local presence and value advocacy: Understanding of Indonesian business culture, willingness to travel for on-site visits in Jakarta and across Indonesia, and the ability to position value-added SAP Global cloud operations offerings and support customers’ Intelligent Enterprise transformation.
• Expected to join as soon as possible

Requirements

• 9+ years of SAP BASIS experience
• Fluent Bahasa Indonesia and professional English, including explaining technical topics and leading customer escalation calls
• Working knowledge of hyperscalers, multicloud integration, networking, and virtualization, including load balancers and virtual machines
• Basic understanding of AI topics
• 5+ years of customer-facing experience, including de-escalation, conflict resolution, and executive-level relationship management
• Technical project management, analytical and solution-focused problem solving, and collaboration with cross-cultural APAC delivery teams under pressure
• Understanding of Indonesian business culture and willingness to travel for on-site visits in Jakarta and across Indonesia
• Ability to advocate for SAP Global cloud operations offerings and support Intelligent Enterprise transformation

Project details

• Start: flexible
• Remote: onsite
• Location: Indonesia, ID
• Languages: English