About the role

Team Lead for SAP Managed Services overseeing support analysts and ensuring client satisfaction. Leading SAP operations remotely with a focus on continuous improvement and team performance.

Responsibilities

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.
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.
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.
Maintain comprehensive project documentation, including project plans, timelines, and status reports.
Create and update customer profiles, ensuring accurate and up-to-date records.

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.