- Location
- Bucharest
- Workplace
- Onsite
- Type
- Full-time
- Department
- IT
- Seniority
- Manager
- Closing date
- Today
- Source
- CareersPage
Description
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.
Skills
SAP
