Senior Support Service Manager

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