Sap Technical Service Manager; Tsm

Position: SAP TECHNICAL SERVICE MANAGER (TSM)
Location: Mexico

Role Overview

We are seeking an experienced SAP Technical Service Manager (TSM) to act as a trusted technical advisor for 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.

Work Mode

100% Remote

Location

Mexico or Argentina

Time Zone

US Time Zone

Languages (Mandatory)

Italian English

Customer Stakeholder Management

• Serve as the primary technical point of contact for customers on all technology-related discussions.
• Act as the technical escalation owner for critical incidents and complex landscape issues.
• Build deep understanding of customer landscapes, integrations, business goals, and technical challenges.
• Partner closely with the Client Delivery Manager (CDM) as the primary technical counterpart.

Technical Advisory Consulting

• Advise customers on technical requirements, constraints, and best practices across all SAP managed cloud scenarios.
• Support Intelligent Enterprise transformations, including SAP S/4
  
  HANA conversions and migrations.
• Recommend and position SAP services from the cloud portfolio that deliver measurable customer value.
• Provide hands‑on support during IT-critical situations when required.

Service Planning Execution

• Define, maintain, and execute customer‑specific service plans to ensure operational stability and innovation.
• Coordinate change management impact and risk assessments for planned technical activities.
• Lead operational and service review meetings with customers alongside the CDM.
• Align service plan reviews with customers and relevant SAP internal stakeholders.

Operations, Quality Optimization

• Ensure high customer satisfaction across technical delivery and SAP cloud support.
• Drive incident, problem, and service request management, focusing on root cause prevention.
• Lead Problem Management initiatives to reduce recurring issues and prevent unplanned downtimes.
• Plan and execute Capacity Management, Landscape Optimization, EWAs, RCAs, and other value‑adding technical services.
• Deliver customer‑specific guidance based on Monthly Service Reviews, EWAs, and Technical Reports, ensuring action item follow‑up.

Additional Responsibilities

• Participate in on‑call rotations and support critical activities when required.
• Attend customer on‑site visits for strategic engagements (kick‑offs, renewals, discovery workshops) if needed.
• Collaborate with Account Executives, Product Leads, CAS Architects, and Cloud Delivery teams to define long‑term account strategies.

Key Deliverables

• High customer satisfaction across SAP managed cloud technical services.
• Stable and optimized SAP cloud operations.
• Successful execution of SAP cloud and innovation portfolios.
• Proactive risk mitigation and problem prevention.
• Clear service roadmaps aligned with customer business objectives.

Required

Skills & Qualifications

• Strong experience in SAP Managed Cloud / SAP Enterprise landscapes.
• Proven background in technical service management or SAP advisory roles.
• Hands‑on understanding of SAP S/4
  
  HANA, system operations, and cloud services.
• Excellent customer‑facing, communication, and stakeholder management skills.
• Ability to operate effectively in US time zone.
• Fluent Italian English (mandatory).

Seniority Level

• Not Applicable

Employment Type

• Contract

Job Function

• Engineering and Information Technology

Industries

• IT Services and IT Consulting

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