SAP Managed Services Team Lead Contractor

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.