Professional Services Manager (Technical Support

The Professional Services Manager leads the North American Professional Services organization and is accountable for customer implementations, technical consulting, operational readiness, service delivery governance, and post-go-live support initiatives. This role manages service delivery operations through Service Now Case Management, ensuring efficient intake, triage, prioritization, assignment, escalation, resolution, reporting, and customer satisfaction. The ideal candidate brings leadership experience along with practical expertise in Service Now Case Management, SAP business processes, and enterprise server/application troubleshooting.

• Lead Professional Services personnel to ensure successful project execution and customer outcomes.
• Develop departmental strategies, standard operating procedures, service delivery standards, objectives, and performance metrics.
• Establish staffing models, capacity planning, resource allocation, and utilization practices to support business growth and service demand.
• Create a positive, accountable, and collaborative team culture focused on quality, customer experience, and continuous improvement.
• Coach, mentor, and develop team members to support career growth, technical capability, and operational maturity.

• Own and continuously improve the Professional Services case management process within Service Now from intake through closure.
• Ensure proper case triage, prioritization, assignment, escalation, resolution, documentation, and customer communication.
• Partner with internal stakeholders to optimize Service Now workflows, queues, assignment rules, case categories, forms, service offerings, dashboards, and reporting.

• Oversee implementations, upgrades, migrations, onboarding activities, integrations, long-duration support initiatives, and post-go-live support transitions.
• Ensure projects and service requests are delivered on time, within scope, and according to quality expectations.
• Coordinate with Project Management, Support, Product Management, Engineering, Finance, Operations, and Customer Success to align customer requirements and internal execution.
• Develop project governance models, escalation procedures, readiness checklists, risk registers, and transition plans.
• Support the launch and operationalization of new service offerings, add-on services, and customer-facing support models.
• Provide leadership and operational oversight for Professional Services activities involving SAP-related business processes.
• Collaborate with Finance, Operations, Supply Chain, Customer Service, and IT teams on SAP workflows, approvals, master data, customer records, RMAs, credits, billing impacts, and service process alignment.

• Provide leadership and escalation support for complex servers, application, system integration, and infrastructure-related customer issues.
• Guide teams in troubleshooting Windows Server environments, database connectivity, service failures, application performance, and network-dependent system behavior.
• Support root cause analysis and corrective action planning for critical cases, recurring issues, and high-priority escalations.
• Work with Product teams & R&D to improve platform stability, technical documentation, and issue resolution pathways.
• Serve as a senior escalation point for high-impact customer situations, complex delivery concerns, and urgent operational issues.
• Build trusted relationships with customer stakeholders ranging from executive sponsors to operational leaders and front-line teams.
• Conduct project reviews, service delivery reviews, and customer status discussions as needed.
• Ensure customer needs are clearly understood, documented, translated into actionable plans, and communicated across responsible teams.

• Develop and maintain SOPs, work instructions, service delivery playbooks, checklists, templates, and training materials.
• Create and monitor KPIs that measure productivity, efficiency, service quality, resource utilization,…