Functional Operations Lead

Job Description:

1. Service Delivery Management: Oversee the delivery of SAP application management services, ensuring high-quality support and maintenance of SAP systems.

2. Team Management: Lead and manage a team of SAP AMS professionals, providing guidance, coaching, and development opportunities.

3. Incident and Problem Management: Ensure timely resolution of SAP-related incidents and problems, identifying root causes and implementing corrective actions.

4. Change Management: Manage SAP change requests, ensuring minimal disruption to business operations and adherence to change management processes.

5. Service Level Management: Monitor and report on service level agreements (SLAs), key performance indicators (KPIs), and metrics to ensure service delivery meets agreed-upon standards.

6. Stakeholder Management: Communicate with business stakeholders, IT teams, and vendors to ensure alignment and effective issue resolution.

7. Process Improvement: Identify opportunities for process improvements and implement changes to enhance service delivery efficiency and effectiveness.

8. Knowledge Management: Develop and maintain knowledge bases, documentation, and training materials to support SAP AMS services.

Requirements:

Top 3 Must have skills / Primary skills:

1. SAP Experience: Proven experience in SAP application management, support, or a similar role.

2. Leadership Skills: Strong leadership and team management skills, with experience in managing technical teams.

3. Communication Skills: Excellent communication and interpersonal skills, with ability to interact with technical and non-technical stakeholders.

4. Problem-Solving Skills: Strong analytical and problem-solving skills, with ability to troubleshoot complex SAP issues.

5. Process Knowledge: Familiarity with IT service management frameworks (e.g., ITIL) and SAP-specific processes.

Good to have skills (Optional):

1. SAP Certification: SAP certification in relevant modules (e.g., SAP Basis, SAP Fiori) is a plus.

2. Project Management: Experience in project management, with ability to manage multiple projects simultaneously.

3. Technical Skills: Strong technical skills in SAP systems, including ABAP, SAP Fiori, and SAP Cloud Platform.