Regional Manager, SAP Service Delivery

Overview

Lead the SAP application and technology support team in the region, providing remote-based support for mission-critical applications, database and infrastructure technologies as part of a global support team. Build strong client relationships and ensure comprehensive, timely support for clients.

What you'll do

• Create, maintain, and grow a strong, cohesive regional support team.
• Monitor skill requirements, guide sourcing and hiring, and use industry contacts to attract top talent.
• Manage engineer deployment to create coverage, resiliency, and depth of knowledge across product lines.
• Work with the team to achieve Client and Employee satisfaction targets while managing financial targets.
• Work closely with customers daily to understand their needs, support business change, and deliver a consistently high-quality customer experience.
• Manage case escalations through resolution, involving the appropriate teams and management level.
• Work with regional leaders to improve processes and procedures for local and global requirements.
• Collaborate with team members in a virtual team environment to bring field experience to client situations.
• Communicate across sales, marketing, account management, client onboarding, support, and other organizations to progress business activity.
• Oversee the contingent workforce, including regional hiring, retention or reduction, and contractor spending.
• Coach Engineers to grow and improve in their desired career paths.
• Listen to and act on Engineer concerns through direct action or escalation to HR.
• Recognize employee achievements and foster positive feedback, encouragement, and recognition opportunities.
• Participate in and promptly compose deliverables for assigned internal projects, reporting accurately and promptly.
• Participate in an on-call, escalation-based rotation.
• Lead proactively within a 24x7x365 support organization.
• Embrace innovation and continuous learning by challenging the status quo and generating creative solutions.

What you'll need

• 15+ years of relevant support experience with applications or technology in the SAP ecosystem.
• 7+ years of direct support of application end-users.
• 5+ years managing high-performing resources and teams.
• Experience working with Senior Executive Leadership teams as a reliable, transparent, credible resource.
• Demonstrated knowledge of SAP maintenance and patching mechanics and application architecture.
• Full life-cycle implementation, configuration and/or administration experience.
• Superb troubleshooting skills and tenacity in problem solving.
• Passionate focus on customer support and ability to build long-term, successful working client relationships.
• Excellent interpersonal, presentation, and communication skills, verbal and written.
• Ability to utilize company-approved AI tools where appropriate to work smarter and communicate clearly.
• Attention to detail and ability to learn quickly.
• Ability to articulate realistic goals and manage expectations of executive leadership.
• Ability to work calmly and professionally in high-pressure situations.
• Ability to work remotely from a home-based office in a virtual environment.
• Strong work ethic, organization, analytical skills, strategic thinking, leadership, attention to detail, and quality focus.
• Ability to think critically and make clear, well-reasoned decisions rapidly.
• Exceptional leadership skills and ability to build and maintain strong peer relationships and gain trust across all organizational levels.
• Ability to take initiative with process improvement.
• Ability to multitask across projects, issues, and tasks and reprioritize as needs arise.
• Ability to foster a collaborative and supportive work style within a global team.
• Ability to proactively identify signs of client needs and react quickly and appropriately.
• Ability to scale with a rapidly growing business.
• Ethical conduct with the highest standards of integrity.
• Capacity to make tough decisions, handle confrontation professionally, and negotiate with employees and customers.

Nice to have

• Working knowledge of ITIL methodology and case management.
• Experience with multiple localizations and global implementations.
• Strong SAP background.
• SAP Certification.

Details

• Location: Hyderabad, India.
• India working hours.
• The support organization runs 24x7x365, including flexible hours, evenings, weekends, and holidays.
• Participation in an on-call escalation-based rotation.
• Remote work from a home-based office in a virtual environment.