SAP Managed Services Team Lead
VeraLogics, Inc.
contract
Posted on:
Location Type: Remote
Location: Canada
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Job Level
Tech Stack
About the role
- 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.
Requirements
- 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.
Benefits
- Competitive salary
- Flexible work arrangements
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
SAPFI/COMMSDHCMSAP troubleshootingSAP configurationservice managementITIL processescloud platforms
Soft Skills
leadershipmentorshipcommunicationinterpersonal skillscustomer relationship managementproblem-solvingteam performance monitoringproject managementcustomer satisfaction improvementindependent work
Certifications
SAP Certified Application Associate