Intellisoft
SAP Support Head
- Compensation
- Not disclosed
- Location
- Hyderabad, India
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Contract
- Experience
- 5+ years
- Category
- Support
- Posted
Skills
Must have
- 12+ years of overall SAP experience with strong expertise in SAP SD, MM, or FICO.
- Minimum 5 years of experience as SAP Support Lead, AMS Lead, Service Delivery Manager, or Support Head.
- Strong hands-on experience in SAP S/4HANA Support and AMS operations.
- Good understanding of SAP business processes, configuration, master data, transactions, and integration points.
- Experience managing large support teams, multiple customers, SLAs, KPIs, and support governance.
- Hands-on experience with ticketing and ITSM tools such as ServiceNow, Jira, Freshservice, Remedy, or equivalent.
- Strong stakeholder management, customer engagement, escalation management, and service delivery capabilities.
- Experience in resource planning, utilization management, budgeting, and support contract management.
- Excellent communication, leadership, presentation, and team management skills.
Nice to have
- SAP Certification in SD, MM, or FICO.
- Exposure to SAP Fiori applications and SAP support best practices.
- Experience in transitioning customers into AMS support models and managing global support engagements.
- Bachelor's Degree in Engineering, Computer Science, Information Technology, Commerce, Finance, or a related field.
Full description
We are seeking an experienced SAP Support Head to lead and manage our SAP S/4HANA Application Management Services (AMS) and Support Center. The ideal candidate should have 12+ years of overall SAP experience, including at least 5 years in a SAP Support Lead/Head role, with strong expertise in SAP SD, MM, or FICO modules and proven experience in managing large-scale SAP support engagements, teams, SLAs, and customer relationships.
Key Responsibilities
- Lead and manage the SAP S/4HANA Support Center, ensuring high-quality service delivery and customer satisfaction.
- Own end-to-end SAP AMS operations including incident, problem, change, release, capacity, and performance management.
- Act as the Single Point of Contact (SPOC) for SAP support services across customers and internal stakeholders.
- Manage support contracts, SLAs, resource planning, budgeting, utilization, and profitability of support engagements.
- Define support models, estimate support effort, and ensure adherence to agreed service levels.
- Drive continuous improvement in support processes, governance, reporting, and ITSM practices.
- Lead and mentor a team of SAP consultants, ensuring capability development and operational excellence.
- Review ticket trends, identify improvement opportunities, and implement preventive and corrective actions.
- Collaborate with Sales and Delivery teams to support pre-sales activities and expand AMS opportunities within existing and new accounts.
- Prepare and present periodic service reviews, SLA reports, and operational dashboards to customers and management.
- Manage customer escalations, risks, and service continuity plans effectively.
Required Skills & Experience
- 12+ years of overall SAP experience with strong expertise in SAP SD, MM, or FICO.
- Minimum 5 years of experience as SAP Support Lead, AMS Lead, Service Delivery Manager, or Support Head.
- Strong hands-on experience in SAP S/4HANA Support and AMS operations.
- Good understanding of SAP business processes, configuration, master data, transactions, and integration points.
- Experience managing large support teams, multiple customers, SLAs, KPIs, and support governance.
- Hands-on experience with ticketing and ITSM tools such as ServiceNow, Jira, Freshservice, Remedy, or equivalent.
- Strong stakeholder management, customer engagement, escalation management, and service delivery capabilities.