SAP Managed Services Team Lead

This is a fully remote position, open to applicants in Argentina.

📋 Description

• Oversee and lead a team of SAP support analysts, offering guidance, mentorship, and performance evaluations.

• Track and report on team performance metrics, SLAs, and KPIs; pinpoint areas needing improvement and implement corrective measures.

• Serve as the escalation point for intricate SAP issues across various modules, including FI/CO, MM, SD, HCM, and more.

• Keep up to date with SAP technologies, updates, and best practices to effectively lead the team.

• Facilitate seamless communication between internal teams and clients.

• Coordinate resources and efforts across different departments to meet project milestones.

• Maintain thorough project documentation, encompassing project plans, timelines, and status reports.

⛳️ Requirements

• Demonstrated experience in leading SAP support or managed services teams.

• Strong knowledge of SAP modules (at least two of the following: FI/CO, MM, SD, HCM, etc.).

• Practical experience with SAP troubleshooting, configuration, and support.

• Familiarity with cloud platforms and SAP hosting environments.

• Experience utilizing service management tools such as FreshService and ServiceNow.

• Possession of at least one SAP certification (e.g., SAP Certified Application Associate).

• Familiarity with ITIL processes and service delivery frameworks.

• Bachelor's degree in Information Technology, Business, or a related field (preferred).

🏝️ Benefits

• Build and maintain strong, long-lasting customer relationships.

• Actively seek opportunities for upselling or cross-selling additional services.

• Address and resolve customer issues, continually striving for improvement in customer satisfaction.

• Manage the daily operations of SAP Managed Services, ensuring prompt and effective resolution of incidents, service requests, and problem tickets.