Technical Service Manager- Chicago

SAP•Chicago, IL

8d•$116,700 - $245,600•Hybrid

About The Position

The Technical Service Manager (TSM) is a role within the SAP Enterprise Cloud Services (ECS) organization that oversees 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. This role is focused on supporting customers in the midwest market and requires the location to be in Chicago.

Requirements

Strong technical expertise in SAP technologies with several years of hands-on SAP Basis experience 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.
Fluent English (written and spoken).
Bachelor’s degree or higher in Computer Science, Engineering, Information Management, or a related field

Nice To Haves

Relevant certifications in SAP technologies and hyperscaler platforms (AWS, Azure, or GCP) are considered an advantage.

Responsibilities

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/4HANA, 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.