remote
Technical Service Manager - SAP
Software Engineer
Lead technical service delivery for SAP solutions, driving customer success and operational excellence using SAP, ITIL, and cloud technologies.
About the role
Key Responsibilities
- Oversee end‑to‑end technical service delivery for SAP customers, ensuring high quality and timely resolution of incidents and requests.
- Implement and maintain ITIL best practices, including incident, problem, change, and release management.
- Collaborate with cross‑functional teams (engineering, product, support) to drive continuous improvement and automation of service processes.
- Manage service level agreements (SLAs), performance metrics, and root‑cause analysis to exceed customer expectations.
- Lead and mentor a team of technical support engineers, fostering a culture of accountability and professional growth.
Requirements
- 5+ years of experience in technical service management or support for enterprise software, preferably SAP.
- Strong knowledge of ITIL framework and proven ability to implement process improvements.
- Hands‑on experience with cloud platforms (AWS, Azure, or Google Cloud) and SAP S/4HANA deployments.
- Excellent communication, stakeholder management, and problem‑solving skills.
- Project management certification (PMP, Prince2, or equivalent) is a plus.
Skills
sapitilproject management