MST is seeking an experienced SAP Support Manager to lead our SAP support team. In this role, you will be responsible for managing all aspects of SAP support including incident management, request fulfilment, problem management, and continuous improvement of support delivery for MST's SAP solutions.
Responsibilities:
- Manage and mentor a team of SAP Support
- Oversee all SAP incident, service request, and problem management processes to ensure SLA adherence
- Lead root cause analysis and drive improvements in SAP system stability and performance
- Manage third-party vendors/partners involved in SAP support delivery
- Develop and monitor SAP support KPIs, metrics, and reports
- Manage SAP licenses, authorizations, and access controls
- Work closely with infrastructure and basis teams for SAP operations and maintenance
- Identify opportunities for SAP support automation and process optimization
- Willing to frequently undertake business trip
- Having a good network in SAP Consulting
Requirements:
- 5+ years managing SAP production support teams
- Expert knowledge of SAP ECC, S/4HANA, and related modules
- Experience with SAP GRC and cybersecurity solutions a plus
- Strong track record meeting and exceeding SAP support SLAs
- Excellent communication, presentation, and leadership skills
- Strategic thinker with technical and functional SAP expertise
- Problem-solving mindset with continuous improvement orientation
