Team Leader, Service Delivery

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

1. End-user Support:

- 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.

- Guarantee accurate documentation of issues and resolutions for knowledge base improvement.

2. Interaction with Level 2 Module Experts:

- Escalate complex issues or advanced requests (e.g., system configuration, data integration) to the FICO/MM/SD/PS Level 2 team.

- Collaborate with Level 2 Experts to test, validate, and implement solutions for users.

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

Team Management & Operations:

- 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.

- Develop standard operating procedures (SOPs) and ensure adherence across the team.

- Conduct regular performance reviews and training to enhance team capabilities.

Required skills and behaviors

Background / Experience

- 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.

- Preference will be given to candidates with prior experience in user support or business analysis.

Specific job skills

- Strong analytical and problem-solving skills, especially in handling system or business process errors.

- Proven leadership or supervisory experience is an advantage.

- Basic knowledge of financial processes and budget control.

Competencies

- Ability to work in a team and collaborate effectively with other departments.

- High sense of responsibility, proactive at work, and eager to learn.

- Ownership, result-oriented thinking

Mindsets & behaviors

- Professionalism, Integrity, Responsibility (Core Values)

- Strong relationship-building and communication skills.

- Positive and open-minded attitude

- Ownership and result-oriented thinking.

- Willingness to share knowledge, provide guidance, or receive guidance from others.