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.
3. 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
1. Background / Experience
- Bachelor's degree in Accounting, Finance, or Information Technology.
- At least 35 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.
2. 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.
3. 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
4. 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.
Interface
- Director, Managers of Information Technology Department
- BA team and Information Technology Department
- ERP end-user
Key decision rights
- IT software system efficient development and adjustment
Deliverables
- Fulfill requirement as per schedule
- Timely support end-user
- Make timely reports to other managers in IT Department.
