About this role
The SAP Managed Services Team Lead is responsible for leading a team of SAP support professionals to deliver high-quality, remote-based application support across multiple SAP modules. This role combines hands-on technical expertise with strong leadership and communication skills to ensure timely resolution of issues, continuous improvement of support processes, and optimal team performance. The Team Lead will serve as a key point of contact for clients, ensuring satisfaction and alignment with service-level agreements (SLAs).
Key Responsibilities
Team Leadership & Technical Oversight
• Lead and manage a team of SAP support analysts, providing guidance, mentorship, and performance feedback.
• Oversee day-to-day operations of SAP Managed Services, ensuring timely and effective resolution of incidents, service requests, and problem tickets.
• Act as an escalation point for complex SAP issues across modules such as FI/CO, MM, SD, HCM, and others.
• Monitor and report on team performance metrics, SLAs, and KPIs; identify areas for improvement and implement corrective actions.
• Stay current with SAP technologies, updates, and best practices to guide the team effectively.
Customer Success
• Develop and nurture strong, long-lasting customer relationships.
• Understand client needs and objectives, ensuring alignment with project deliverables.
• Proactively identify opportunities for upselling or cross-selling additional services.
• Address and resolve customer concerns, seeking continuous improvement in customer satisfaction.
Collaboration
• Facilitate effective communication between internal teams and clients.
• Coordinate resources and efforts across departments to achieve project milestones.
• Work closely with sales and account management teams to identify expansion opportunities.
Documentation
• Maintain comprehensive project documentation, including project plans, timelines, and status reports.
• Create and update customer profiles, ensuring accurate and up-to-date records.
Required Skills & Qualifications
• Proven experience leading SAP support or managed services teams.
• Strong understanding of SAP modules (at least two of: FI/CO, MM, SD, HCM, etc.).
• Hands-on experience with SAP troubleshooting, configuration, and support.
• Excellent communication and interpersonal skills, with the ability to manage client relationships.
• Familiarity with cloud platforms and SAP hosting environments.
• Experience with service management tools such as FreshService and ServiceNow.
• At least one SAP certification (e.g., SAP Certified Application Associate).
• Experience with ITIL processes and service delivery frameworks.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
Preferred Qualifications
• Bachelor's degree in Information Technology, Business, or related field.
• Experience in remote team management and virtual collaboration tools.
• Knowledge of SAP S/4HANA and cloud migration strategies.