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