SAP Managed Services Team Lead

Position Summary

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.