Senior Support Service Manager (Remote)

Location: EU-based countries

Work model: full remote, full time, flexible within business hours

Employment Type: permanent employment contract

Who We Are

At Effective People, we put people first. As a global leader in SAP SuccessFactors implementation, HR advisory, and workforce solutions, we help businesses boost performance, streamline payroll, and enhance employee experiences. Proudly, over the past 18 years, our 250 consultants have successfully completed 1,000+ projects in 100+ countries worldwide. Recognized in the SAP Hall of Fame and awarded SAP Expert status, we have won 13 SAP Quality Awards and multiple Partner Excellence Awards.

Job Summary

We are looking for a Senior Support Service Manager (SSM) to join our growing Support team. This role sits between operational delivery and client relationship management, ensuring high-quality support services and customer satisfaction.

As a Senior SSM, you will act as a trusted advisor for our clients, bringing strong experience in service management and a solid understanding of the SAP SuccessFactors ecosystem. While deep technical expertise is not required, you should be comfortable navigating modules and understanding end-to-end HR processes.

Responsibilities

Act as the primary point of contact for assigned support customers

Manage and oversee service delivery, ensuring SLA and KPI commitments are met

Build and maintain strong client relationships, driving satisfaction and retention

Coordinate internally with consulting, support, and operations teams

Monitor service performance and lead continuous improvement initiatives

Support issue escalation management and ensure timely resolution

Provide functional guidance on SuccessFactors solutions and processes

Identify opportunities for service optimization and upselling

Qualifications

Proven experience in a support/service management role (e.g., SSM, Service Delivery Manager, Customer Success)

Strong background in client-facing roles, especially in support environments

Solid understanding of SAP SuccessFactors modules (Employee Central, Talent, Performance, etc.)

Ability to understand HR processes and system workflows (technical expertise not required)

Excellent communication and stakeholder management skills

Strong problem-solving mindset and ability to manage priorities

Experience working in an international / matrix environment is a plus

What We Offer

Benefits package tailored to each region where we have employees

Yearly bonus linked to company performance

Fully remote work environment

Home office setup reimbursement (desk and chair)

Work-life balance

Learning and development opportunities, including support for certifications in various professional areas

Exposure to international and well-known clients across the market

Flat organizational structure that encourages collaboration and knowledge sharing