Technical Service Manager

Technical Service Manager (TSM)

Key Responsibilities

• Act as a trusted technical advisor, ensuring the protection, optimization, and continuous improvement of customers' managed cloud environments.
• Serve as the primary technical point of contact for customers, leading technology-related discussions and providing strategic guidance.
• Build and maintain a deep understanding of the customer's landscape, architecture, and system integrations.
• Collaborate closely with Client Delivery Managers (CDMs) and internal cloud delivery teams to ensure high-quality service delivery throughout the customer lifecycle.
• Act as the technical escalation point for complex issues and coordinate resolution across multiple stakeholders.
• Understand customer business objectives and challenges to recommend innovative technical solutions and best practices.
• Advise customers on technical requirements, architectural constraints, upgrades, and critical IT situations.
• Support customers in their Intelligent Enterprise transformation initiatives, including SAP S/4HANA conversions and modernization projects.
• Identify opportunities to introduce value-added services from the SAP Cloud portfolio.
• Develop long-term technical service strategies and executable service plans together with CDMs, Account Executives, Project Leads, Cloud Architects, and delivery teams.
• Participate in customer workshops, kick-off meetings, renewal discussions, and strategic on-site engagements when required.

Key Deliverables

• Ensure high levels of customer satisfaction through exceptional technical support and service delivery.
• Drive the successful adoption and execution of SAP Cloud solutions and services.
• Promote innovation initiatives and support the implementation of new cloud capabilities.
• Support Incident Management and Service Request Management activities when required.
• Coordinate impact analysis and risk assessments for planned changes and maintenance activities.
• Define and maintain service improvement plans that ensure operational stability and continuous optimization.
• Conduct regular service review meetings with customers, CDMs, and internal SAP stakeholders.
• Lead operational governance meetings alongside Client Delivery Managers.
• Analyze and present findings from EarlyWatch Alerts (EWA), Root Cause Analysis (RCA), Technical Services reports, and Monthly Service Reviews, ensuring follow-up on agreed action items.
• Plan and execute Capacity Management, Landscape Optimization, and additional value-added technical services.
• Drive Problem Management activities by implementing preventive measures to minimize service disruptions and unexpected downtime.