Technical Service Manager- Chicago

We help the world run better
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong.

What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

This role is focused on supporting customers in the midwest market. Required loation in Chicago.

Technical Service Manager (TSM) is the role within SAP Enterprise Cloud Services (ECS) organization overseeing all technical managed service aspects of the Customer Engagement from the point of sale throughout the entire lifecycle of the customer's RISE contract. TSMs deliver fixed-scope, proactive, and outcome-based services across the entire SAP software stack to SAP’s RISE customers. This team is dedicated to customer centricity and support of client lifecycle management.

You will act as the primary technical owner and strategic advisor for customer private cloud landscapes, driving stability and optimization, and contributing to continuous improvement across SAP Global Cloud Operations. In this role, you will drive proactive risk management, provide architectural guidance, and oversee end-to-end technical governance - empowering customers to achieve secure, reliable, and scalable cloud operations aligned with their business goals.

Your core tasks include but are not limited to:

• Own the end-to-end technical health of customer cloud landscapes, ensuring stability, performance, scalability, compliance, and effective coordination across customers and internal stakeholders.
• Provide strategic cloud architecture and technical governance leadership, defining roadmaps, standards, and best practices that optimise the landscape and align with business objectives and long-term sustainability.
• Proactively identify and manage risks, critical issues, and escalations, driving preventive actions and coordinating timely resolution through close engagement with customers and internal teams.
• Lead key landscape lifecycle activities and transformation initiatives, including upgrades, migrations, disaster recovery testing, major changes, and adoption of SAP S/4
  
  HANA, Clean Core principles, and cloud capabilities.
• Drive automation, operational efficiency, and continuous improvement, ensuring reliable operations, measurable business outcomes, and value realization from cloud investments.

• Strong technical expertise in SAP technologies with several years of hands-on SAP Basis experience(REQUIRED) in both implementation and steady-state scenarios; knowledge of operating systems, databases, networking, and technical architecture is considered essential to being successful in this role.
• Experience with SAP HANA, Sybase, and Unix/Linux environments is highly valued. (7+ years)
• Extensive experience in SAP technical administration and operations (7+ years).
• Customer-focused experience in technical leadership or customer-facing roles, with the ability to manage critical situations, navigate escalations, and build trusted stakeholder relationships.
• Collaborative and analytical mindset, with strong problem-solving skills and the ability to effectively lead and coordinate projects across diverse, global, and virtual teams.
• Relevant certifications in SAP technologies and hyperscaler platforms (AWS, Azure, or GCP) are considered an advantage.
• Fluent English (written and spoken).
• Bachelor’s degree or higher in Computer Science, Engineering, Information Management, or a related field

Within the Customer Value Group board area, the mission of the Global Cloud Operation (GCO) is to ensure maximum value for every customer throughout their cloud journey by delivering exceptional E2E operational experience and seamless technical adoption. Within GCO, the mission of the Enterprise Cloud Services (ECS) delivery organization is to run and operate SAP’s Cloud ERP Private offering. ECS delivers the technical managed…