SAP Support Center Lead

4 weeks ago

Hyderabad, India IntelliSoft Full time
SAP Certified Senior (SD/MM/PM/PP/QM) Lead Consultant is required for managing SAP S/4HANA Support Center from our Hyderabad location.
Job Responsibilities: -
•    Oversee the SAP Application Managed Services (AMS) service line at IntelliSoft managing project budgets, resource allocation, resource utilization, customer management, contract management, (contract negotiations, SLA & support model defining, estimating support hours based on past ticketing trends or through assessing the need of the customer) change request management, service continuity & timely delivery.
•    Be the Single Point of contact for AMS Services across the organization, own and managed end to end service delivery through the team of qualified consultants & provide consolidated management reporting to the Customer and IntelliSoft on the services performance & delivery.
•    Laise with Sales & Delivery Management teams and help them cross position AMS services in net new & existing accounts.
•    Maintain and manage annual resource planning, budgeting, up skilling of the resources in the AMS service line and increase project profitability by optimal utilization of resources.
•    Enhance and improve the service delivery models, service level agreements, use of ITSM tools for ticketing workflow, monthly SLA based reporting, contract terms with respect to the industry standards.
•    The management of the delivery of the services and other agreed deliverables in all its aspects: specification, estimation, planning, control, acceptance, SLA compliance for the applications in scope Implementing and controlling all agreed procedures and processes
•    Induct all team members on relevant templates, guidelines, process, and best practices to be used in the AMS service delivery mechanism.
•    Evaluate engagement risks, identify and execute risk mitigation actions.
•    Plan and work in engagement prioritization, identification & assigning of resources on service delivery activities.
•    Drive- End-to-End the problem, change, release, capacity, performance management and reporting

Required Skills:-
•    Must have 7+ years of experience in any of the SAP modules – MM/SD/PP/QM/PM currently managing AMS support as a module lead.
•    Hands on experience in S/4HANA is a must along with experience of respective module related Fiori apps.
•    Good domain experience and business knowledge in trading is desirable. Domain knowledge and Experience in Automotive Dealer business is an added advantage.
•    Good understanding of Configuration, Transaction and Master data and the relevant upload programs.
•    Knowledge of ServiceNow, Fresh Service, JIRA or any ticketing tool

Other Requirements:-
•    Should have excellent communication and presentation skills, client handling and delivery capability. Must have strong delivery skills in SAP modules.

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