Company Highlights:
- Hybrid Work Arrangement (Work from Home and Office)
- Regular Company Events (Sports Tournament, Outdoor Activities)
- Gym, Dental, Optical
Summary:
Our AMS Support Team is seeking an experienced Team Lead for Logistic modules to oversee the SAP Logistics support team within our AMS (Application Management Services) Shared Services environment. This role focuses on support delivery, incident management, service quality, and continuous improvement rather than implementation or project-based work. The successful candidate will lead a team responsible for providing stable, efficient, and high-quality SAP Logistics support to global or regional business users.
Responsibilities:
AMS Support Delivery
- Manage day-to-day SAP Logistics operations, ensuring incidents, service requests, and change tickets are resolved within agreed SLAs.
- Review change request proposal for Logistics to ensure correct assignment of skillset, accurate requirement gathering, understanding business and system impact and need, correct propose solution and execution tasks, thorough conduct of testing and result achievement, proper documentation delivery, actual and estimate effort for costing, timeline adherence, pre and post support availability and closure confirmation
- Serve as the escalation point for complex support issues requiring advanced functional expertise and coordination
- Ensure smooth coordination between SAP Logistics (MM/SD/PP/QM/(E)WM/PM/SSAM/Ariba and other module teams (FICO/BASIS/BW/TECH/RPA).
- Coordinate ticket/task assignment and oversee the progress on regular basis.
- Review ticket trends and take proactive measures to prevent recurring issues.
- Ensure service delivery aligns with ITIL, AMS best practices and adherence to AMS SOPs
- Ensure clients system access and data integrity are controlled and protected.
- Monitor the productivity and performance level of the team.
Functional & Technical Oversight
- Provide expert-level functional support in key SAP core processes and solutioning within lead module expertise
- Review and verify functional designs, configuration changes, effort estimation and knowledge base updates.
- Collaborate with technical (ABAP, Basis) teams for debugging, performance tuning, and system corrections.
- Participate in testing activities (UAT, regression, patch verification).
Team Leadership
- Lead and mentor SAP Logistics consultants within the AMS support team.
- Manage team workload, priorities, and performance reviews.
- Conduct regular team meetings, knowledge-sharing sessions, and training to enhance expertise.
- Promote a customer-centric culture focused on responsiveness and quality.
Service Management & Governance
- Monitor service delivery metrics and prepare periodic performance reports (SLA, KPI, backlog, root cause analysis).
- Support audit and compliance processes related to change management and system access.
- Work with AMS management to define and implement continuous service improvement plans.
- Coordinate with external vendors or offshore teams when applicable.
Requirements:
- Bachelor's Degree in Information Technology, Computer Science, Engineering, or related field.
- Minimum 10 years of experience in SAP with at least 3 years in a leadership or support delivery role.
- Strong background in SAP AMS / support environments (incident, problem, and change management).
- Deep understanding of SAP Logistics business processes and integration with other modules
- Experience with SAP S/4HANA support is an advantage.
- Familiarity with ITIL framework and service management tools (e.g., ServiceNow).
- Excellent analytical, problem-solving, and stakeholder management skills.
- SAP Certification in any module preferred.
