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:

Ensure effective user guidance on system usage for better efficiency.
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).

Interaction with Level 2 Module Experts:

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.
Ensure smooth information flow between users and Level 2 teams for quick problem resolution.

Team Management & Operations:

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

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.
Proven leadership or supervisory experience is an advantage.
Strong analytical and problem- solving skills, especially in handling system or business process errors.

Competencies

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

Mindsets & behaviors

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

Interface

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

Key decision rights

IT software system efficient development and adjustment

Deliverables

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

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Cập nhật gần nhất lúc: 2025-12-12 18:45:02