SAP Managed Services Team Lead

17 hours ago

Vancouver, British Columbia, Canada VeraLogics, Inc. Full time

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.

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