Job Overview
* A seasoned professional with 15+ years of experience in project management is required to lead our SAP support services.
Key Responsibilities
1. Serve as the primary point of contact for client stakeholders for SAP support services.
2. Manage daily operations of SAP BAU support including incident management, service requests, problem management, and minor enhancements.
3. Ensure adherence to agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), track and report performance metrics.
4. Coordinate between client teams, offshore delivery teams, and third-party vendors.
5. Lead regular status meetings, governance reviews, and performance reporting.
6. Evaluate and resolve critical issues promptly.
7. Optimize resource utilization and workload balancing across modules and support streams.
8. Promote process improvements, documentation, and knowledge management.
9. Support audits and compliance activities as per client requirements.
10. Mentor and manage team performance, ensuring knowledge transfer.
11. Catalyze change management and release coordination for SAP landscapes.
12. Foster innovation and continuous improvement; encourage creative problem-solving and value-driven solutions.
13. Engage with senior client stakeholders, demonstrating thought leadership in domain expertise.
14. Drive business growth through strategic partnerships and new customer acquisition initiatives.
15. Provide insights on process refinement, cost savings, and automation opportunities.
16. Develop detailed analysis reports and recommendations for business-critical systems.