Team Leader, Service Delivery (SAP S4/Hana)

OVERVIEW
The Delivery Support Level 1 Team Leader is responsible for managing the Level 1 SAP ERP support team, ensuring smooth operation, timely user support, and effective collaboration with Level 2 experts. This role requires both technical knowledge of SAP modules (FICO/MM/SD/PS) and leadership skills to guide the team in delivering high- quality support services.
RESPONSIBILITY
End- user Support:

Guarantee accurate documentation of issues and resolutions for knowledge base improvement.
Oversee the process of receiving, analyzing, and resolving user requests related to SAP ERP (FICO/MM/SD/PS modules).
Ensure effective user guidance on system usage for better efficiency.

Interaction with Level 2 Module Experts:

Ensure smooth information flow between users and Level 2 teams for quick problem resolution.
Collaborate with Level 2 Experts to test, validate, and implement solutions for users.
Escalate complex issues or advanced requests (e.g., system configuration, data integration) to the FICO/MM/SD/PS Level 2 team.

Team Management & Operations:

Develop standard operating procedures (SOPs) and ensure adherence across the team.
Lead, manage, and mentor the Level 1 Delivery Support team to ensure efficient handling of support requests.
Monitor daily support activities, prioritize tickets, and ensure timely resolution.
Conduct regular performance reviews and training to enhance team capabilities.

REQUIRED SKILLS AND BEHAVIORS
Background / Experience

Preference will be given to candidates with prior experience in user support or business analysis.
Bachelor’s degree in Accounting, Finance, or Information Technology.
At least 3–5 years of experience in SAP ERP (FICO/MM/SD/PS modules), with prior experience in user support or business analysis.

Specific job skills

Basic knowledge of financial processes and budget control.
Strong analytical and problem- solving skills, especially in handling system or business process errors.
Proven leadership or supervisory experience is an advantage.

Competencies

Ownership, result- oriented thinking
Ability to work in a team and collaborate effectively with other departments.
High sense of responsibility, proactive at work, and eager to learn.

Mindsets & behaviors

Willingness to share knowledge, provide guidance, or receive guidance from others.
Strong relationship- building and communication skills.
Positive and open- minded attitude
Ownership and result- oriented thinking.
Professionalism, Integrity, Responsibility (Core Values)

Interface

BA team and Information Technology Department
ERP end- user
Director, Managers of Information Technology Department

Key decision rights

IT software system efficient development and adjustment

Deliverables

Timely support end- user
Make timely reports to other managers in IT Department.
Fulfill requirement as per schedule

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Cập nhật gần nhất lúc: 2026-01-23 00:00:08