Job at a glance
GENERAL SUMMARY Primarily responsible for day-to-day SAP application managed services support for multiple customers. They apply well-honed consulting, service delivery management skills to ensure quality of support delivered and customer satisfaction. ESSENTIAL FUNCTIONS o Managing all support needs for multiple assigned customers o Build/manage relationships with key customer stake holders o Conduct new customer onboarding o Help build/maintain customer specific change control procedures o Ticket triage, resource management, invoice management and other management activities for assigned customers o To work closely with all necessary parties involved to ensure success of the AMS support practice o Partake in the deliverable development of the AMS setup o Partake in any Continuous Improvement initiatives on top of existing workload to further improve current processes within the organization o Fully comply with and adhere to all the standard AMS process & procedures that are developed.
o Developing and presenting conclusions and recommendations to senior client management o Overseeing the quality of deliverables o Managing executive level client relationships o Leading, coaching, developing and supervising the efforts of junior staff REQUIRED QUALIFICATIONS, EXPERIENCE AND SKILLS: o At least 7 years of IT management experience o 5 years of leadership responsibility managing mid to large size teams and influencing senior level management and key stakeholders o Experience managing an SAP implementation or support team with small and midsize enterprises (SMBs) is a preferred o Ability to multi task, handling multiple tickets with multiple customers and prioritize appropriately o Interpersonal skills: strong presentation/ communication / facilitation/ leadership skills (oral and written) o Ability to work independently, guide clients, understand business processes and work cohesively with project team members.
o The ability to effectively operate independently and in a team environment o Outstanding verbal and written communication skills including presentation skills (MS PowerPoint, Visio) and oral presentation skills including presentation and facilitation o An MBA or other relevant advanced degree is preferred WORKING CONDITIONS: Home office Occasional travel to customer sites is required