Technical Service Manager / UPGRADE

Position : Technical Service Manager / UPGRADE focused

Location : Remote open to candidates based in the European Union, Serbia, or Moldova

Role Overview

We are recruiting on behalf of our client for an experienced Technical Service Manager (TSM) with a strong SAP Upgrade skillset to act as a trusted technical advisor in safeguarding and optimizing customer investments in managed cloud environments. The role focuses on SAP system upgrades and lifecycle management within enterprise cloud landscapes, ensuring technical excellence, system stability, and business continuity.

The TSM will serve as the primary technical contact for customers, overseeing upgrade-related planning, execution, and delivery. This includes managing complex SAP upgrades, coordinating with internal cloud service teams, and ensuring seamless communication with Client Delivery Managers (CDMs) and SAP technical stakeholders. You will play a key role in ensuring successful system transformations, particularly within SAP S / 4HANA , SAP RISE , and multi-cloud infrastructures .

Key Responsibilities

Act as the primary technical advisor for customers on SAP upgrade strategy, planning, and execution within managed cloud environments.

Oversee end-to-end upgrade projects , including planning, downtime minimization, cutover coordination, and validation.

Serve as the escalation point for upgrade-related technical issues and performance concerns.

Collaborate with CDMs, project managers, and SAP technical teams to ensure high-quality delivery and customer satisfaction.

Provide expert guidance on Zero Downtime Option (ZDO) methods and upgrade best practices.

Conduct impact and risk assessments for planned upgrade and maintenance activities.

Manage technical feasibility studies for upgrade and transformation scenarios.

Lead customer operational and service review meetings , providing insights from technical reports and performance analyses.

Support capacity management, landscape optimization, and performance tuning to ensure upgraded systems run optimally.

Drive problem management and implement preventive measures to minimize downtime.

Provide hands-on support during cutover weekends and critical upgrade phases.

Promote innovation by introducing automation and continuous improvement in upgrade processes.

Ensure alignment with SAPs standards, security policies, and compliance requirements.

Upgrade Skillset

Strong SAP Basis and infrastructure experience (minimum 6-8 years).

At least 2 years of hands-on experience in SAP Upgrade projects , including planning and execution.

Deep understanding of SAP HANA , S / 4HANA , and SAP RISE environments.

Knowledge of Zero Downtime Option (ZDO) and SUM (Software Update Manager) procedures.

Familiarity with hyperscaler environments (Azure, AWS, and GCP) is highly desirable.

Prior experience in SAP RISE Migration or complex enterprise system transitions is an added advantage.

Certification in SAP Upgrade or ZDO methodology is a strong plus.

Availability and willingness to work during weekend cutovers and critical upgrade windows.

Required Skills & Experience

Bachelors degree in Computer Science, Information Technology, or a related technical field.

Proven track record managing SAP upgrade lifecycles across complex enterprise landscapes.

Deep knowledge of SAP Basis administration , system architecture , and landscape management .

Hands-on experience with change management, incident management, and root cause analysis (RCA) .

Experience with SAP HANA , S / 4HANA , and multi-cloud integrations .

Strong understanding of cloud infrastructures , networking , and load balancing in enterprise environments.

Familiarity with ITIL and Project Management best practices.

Excellent troubleshooting, analytical, and communication skills.

Ability to work collaboratively across cross-functional, multicultural teams.

Fluency in English (written and spoken); knowledge of German or Spanish is an advantage.

Preferred Qualifications

SAP certification in Technology Associate System Administration (SAP HANA) or SAP RISE with S / 4HANA .

Cloud certifications in Azure , AWS , or GCP Fundamentals .

Experience managing SAP upgrades in hybrid or multi-cloud environments.

Proven success in customer-facing consulting or technical leadership roles.

Contract Type

Engagement Model : B2B / Freelancer

Location : Fully Remote (EU, Serbia, or Moldova)

Availability : Must be willing to support weekend cutovers and critical upgrade operations.