Job Opportunities API

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.