Location: Argentina (Remote)

Employment Type: Contractor

Minimum Experience: 10-12 Years

Position Overview

We are seeking an SAP Managed Services Team Lead to oversee a team of SAP support professionals, delivering high-quality remote application support across multiple SAP modules. This role requires a balance of hands-on SAP expertise, leadership ability, and client management skills. The Team Lead will ensure timely issue resolution, continuous process improvement, and optimal team performance, while serving as a primary point of contact for clients to maintain service excellence and adherence to SLAs.

Key Responsibilities

Team Leadership & Technical Oversight

• Lead and mentor a team of SAP support analysts, providing coaching, guidance, and performance management.
• Manage day-to-day operations of SAP Managed Services, ensuring prompt resolution of incidents, service requests, and problem tickets.
• Act as the escalation point for complex issues across SAP modules (FI/CO, MM, SD, HCM, etc.).
• Monitor team performance against SLAs and KPIs; implement improvements where needed.
• Stay updated on SAP technologies, updates, and best practices to effectively guide the team.

Client Success

• Build and maintain strong client relationships, ensuring alignment with business objectives.
• Understand client requirements and deliverables, providing solutions that meet expectations.
• Proactively identify opportunities for additional services (upsell/cross-sell).
• Resolve client concerns and continuously drive improvements in customer satisfaction.

Collaboration

• Facilitate communication between internal teams and clients.
• Coordinate resources across departments to achieve milestones and resolve issues.
• Partner with sales and account management teams to identify growth opportunities.

Documentation

• Maintain accurate documentation, including project plans, timelines, and progress reports.
• Create and update customer records and profiles with up-to-date information.

Required Skills & Qualifications

• Proven experience managing SAP support or managed services teams.
• Strong knowledge of at least two SAP modules (FI/CO, MM, SD, HCM, etc.).
• Hands-on experience in SAP troubleshooting, configuration, and support.
• Excellent communication and interpersonal skills with strong client management capability.
• Familiarity with cloud platforms and SAP hosting environments.
• Experience using service management tools (e.g., FreshService, ServiceNow).
• At least one SAP certification (e.g., SAP Certified Application Associate).
• Knowledge of ITIL practices and service delivery frameworks.
• Ability to work independently, multitask, and perform in a fast-paced environment.

Preferred Qualifications

• Bachelor’s degree in Information Technology, Business, or related field.
• Experience managing remote teams and leveraging virtual collaboration tools.
• Knowledge of SAP S/4HANA and cloud migration strategies.