SAP TECHNICAL SERVICE MANAGER (TSM)

Work Mode:100% Remote

Location:Mexico or Argentina

Time Zone:US Time Zone

Languages (Mandatory):Italian & English

Role Overview

We are seeking an experienced SAP Technical Service Manager (TSM)to act as a trusted technical advisorfor customers operating within SAP Managed Cloud environments. The TSM is responsible for safeguarding and optimizing customer SAP cloud investments, governing the technical relationship, and driving stable operations and continuous innovation across the customer lifecycle.

This role requires strong technical expertise, customer-facing consulting skills, and the ability to manage complex SAP landscapes while collaborating closely with Client Delivery Managers (CDMs), SAP internal service teams, and account stakeholders.

Key Responsibilities

Customer & Stakeholder Management

1. Serve as the primary technical point of contactfor customers on all technology-related discussions.

2. Act as the technical escalation ownerfor critical incidents and complex landscape issues.

3. Build deep understanding of customer landscapes, integrations, business goals, and technical challenges.

4. Partner closely with the Client Delivery Manager (CDM)as the primary technical counterpart.

Technical Advisory & Consulting

1. Advise customers on technical requirements, constraints, and best practicesacross all SAP managed cloud scenarios.

2. Support Intelligent Enterprise transformations, including SAP S/4HANA conversions and migrations.

3. Recommend and position SAP services from the cloud portfolio that deliver measurable customer value.

4. Provide hands-on support during IT-critical situationswhen required.

Service Planning & Execution

1. Define, maintain, and execute customer-specific service plansto ensure operational stability and innovation.

2. Coordinate change management impact and risk assessmentsfor planned technical activities.

3. Lead operational and service review meetingswith customers alongside the CDM.

4. Align service plan reviews with customers and relevant SAP internal stakeholders.

Operations, Quality & Optimization

1. Ensure high customer satisfaction across technical delivery and SAP cloud support.

2. Drive incident, problem, and service request management, focusing on root cause prevention.

3. Lead Problem Managementinitiatives to reduce recurring issues and prevent unplanned downtimes.

4. Plan and execute Capacity Management, Landscape Optimization, EWAs, RCAs, and other value-adding technical services.

5. Deliver customer-specific guidance based on Monthly Service Reviews, EWAs, and Technical Reports, ensuring action item follow-up.

Additional Responsibilities

1. Participate in on-call rotationsand support critical activities when required.

2. Attend customer on-site visitsfor strategic engagements (kick-offs, renewals, discovery workshops) if needed.

3. Collaborate with Account Executives, Product Leads, CAS Architects, and Cloud Delivery teams to define long-term account strategies.

Key Deliverables

1. High customer satisfaction across SAP managed cloud technical services

2. Stable and optimized SAP cloud operations

3. Successful execution of SAP cloud and innovation portfolios

4. Proactive risk mitigation and problem prevention

5. Clear service roadmaps aligned with customer business objectives

Required Skills & Qualifications

1. Strong experience in SAP Managed Cloud / SAP Enterprise landscapes

2. Proven background in technical service management or SAP advisory roles

3. Hands-on understanding of SAP S/4HANA, system operations, and cloud services

4. Excellent customer-facing, communication, and stakeholder management skills

5. Ability to operate effectively in US time zone

6. Fluent Italian & English (mandatory)