Technical Service Manager

Position: Technical Service Manager / MIGRATION focused
Location: Remote open to candidates based in the European Union, Serbia, or Moldova

Role Overview
We are recruiting on behalf of our client for an experienced
Technical Service Manager (TSM)
to serve as a trusted technical advisor for managed cloud customers. The TSM will act as the
primary technical contact
for customers, ensuring service quality, technical stability, and innovation across the full lifecycle of their managed cloud environments.

In this role, you will govern the technical relationship with enterprise clients, advocate for customer success, and collaborate closely with Client Delivery Managers (CDMs) and internal cloud service teams to deliver seamless operations. You will play a critical role in technical governance, incident and problem management, and continuous service improvement while supporting large-scale SAP cloud transformations and migrations.

Key Responsibilities

• Serve as the primary technical point of contact for managed cloud customers, overseeing the technical delivery and lifecycle of their environments.
• Act as a trusted advisor, understanding customer business goals, challenges, and technical architectures to propose effective solutions.
• Lead and coordinate technical discussions, incident management, and escalation handling, ensuring proactive resolution and client satisfaction.
• Collaborate with CDMs, Project Leads, Cloud Architects, and service delivery teams to define long-term account visions and executable service plans.
• Support customers Intelligent Enterprise transformations, including S/4HANA conversions and cloud modernization initiatives.
• Govern customer operations from a technical perspective, ensuring compliance with service-level agreements (SLAs).
• Execute activities from the SAP Cloud portfolio, focusing on operational excellence, stability, and innovation.
• Drive innovation adoption by promoting new SAP cloud offerings and best practices.
• Manage incident, service request, and problem management processes, ensuring root cause analysis (RCA) and follow-up actions.
• Lead service and operational meetings with customers, providing detailed reports, insights, and recommendations.
• Conduct capacity management and landscape optimization reviews to enhance performance and cost efficiency.
• Coordinate impact and risk assessments for planned changes and maintenance activities.
• Identify opportunities to optimize system landscapes and introduce automation for operational improvements.
• Provide hands-on support during critical activities and cutovers, including on-call availability when required.
• Ensure customer satisfaction through strong technical governance, clear communication, and proactive service delivery.

Migration & Technical Expertise

• Minimum 68 years of SAP Basis and infrastructure experience.
• At least 2 years of hands-on experience in SAP Migration projects and cloud integration.
• Strong knowledge of SAP HANA, S/4HANA, and SAP RISE environments.
• Practical experience with hyperscaler platforms such as Azure, AWS, and GCP.
• Familiarity with Enterprise Cloud Services and SAP RISE Migration processes.
• SAP Migration certification is a strong advantage.
• Willingness to support weekend cutovers and high-priority system transitions.

Required Skills & Experience

• Bachelors degree in Computer Science, Information Technology, or a related field.
• Deep understanding of SAP Basis, infrastructure management, and SAP cloud landscapes.
• Proven experience managing customer-facing technical relationships in enterprise environments.
• Strong background in incident, change, and problem management within ITIL frameworks.
• Demonstrated ability to analyze complex systems and provide actionable technical recommendations.
• Excellent communication, stakeholder management, and presentation skills.
• Strong coordination and troubleshooting abilities in dynamic and cross-functional environments.
• Experience planning and executing capacity and performance management initiatives.
• Strong focus on customer satisfaction, innovation, and continuous improvement.
• Proficiency in English (written and spoken); knowledge of German or Spanish is a plus.

Preferred Qualifications

• SAP or cloud certifications (e.g., SAP Certified Technology Associate, Azure/AWS/GCP Fundamentals).
• Experience working with SAP Enterprise Cloud Services (ECS) or SAP RISE customers.
• Proven success in technical consulting or service delivery management roles.
• Familiarity with automation and monitoring tools in managed cloud environments.

Contract Type

• Engagement Model: B2B / Freelancer
• Location: Fully Remote (EU, Serbia, or Moldova)
• Availability: Flexible with occasional on-call and weekend support for cutovers.