Providing secure, scalable, and stable enterprise class solutions for medium and large organizations. Specializing in enterprise applications (SAP, Oracle, Salesforce, Databricks), cloud and on-premise infrastructure (Microsoft, AWS, Cisco, Dell), and governance/risk/compliance services (SOC, NIST, CMMC, ITSM). From implementations to managed services, we work with you to customize a fit-for-purpose solution that is cost-effective and provides a competitive advantage to your organization.

Managed Services Team Lead

The SAP Managed Services Team Lead is responsible for leading a team of SAP support professionals to deliver high-quality, remote-based application support across multiple SAP modules. This role combines hands-on technical expertise with strong leadership and communication skills to ensure timely resolution of issues, continuous improvement of support processes, and optimal team performance. The Team Lead will serve as a key point of contact for clients, ensuring satisfaction and alignment with service-level agreements (SLAs).

Key Responsibilities

Team Leadership & Technical Oversight

- Lead and manage a team of SAP support analysts, providing guidance, mentorship, and performance feedback.
- Oversee day-to-day operations of SAP Managed Services, ensuring timely and effective resolution of incidents, service requests, and problem tickets.
- Act as an escalation point for complex SAP issues across modules such as FI/CO, MM, SD, HCM, and others.
- Monitor and report on team performance metrics, SLAs, and KPIs; identify areas for improvement and implement corrective actions.
- Stay current with SAP technologies, updates, and best practices to guide the team effectively.

Customer Success

- Develop and nurture strong,



long-lasting customer relationships.
- Understand client needs and objectives, ensuring alignment with project deliverables.
- Proactively identify opportunities for upselling or cross-selling additional services.
- Address and resolve customer concerns, seeking continuous improvement in customer satisfaction.
- Facilitate effective communication between internal teams and clients.
- Coordinate resources and efforts across departments to achieve project milestones.
- Work closely with sales and account management teams to identify expansion opportunities.

Documentation

- Maintain comprehensive project documentation, including project plans, timelines, and status reports.
- Create and update customer profiles, ensuring accurate and up-to-date records.

Required Skills & Qualifications

- Proven experience leading SAP support or managed services teams.
- Strong understanding of SAP modules (at least two of: FI/CO, MM, SD, HCM, etc.).
- Hands-on experience with SAP troubleshooting, configuration, and support.
- Excellent communication and interpersonal skills, with the ability to manage client relationships.
- Familiarity with cloud platforms and SAP hosting environments.
- Experience with service management tools such asFreshServiceandServiceNow.
- At least one SAP certification (e.g., SAP Certified Application Associate).
- Experience with ITIL processes and service delivery frameworks.
- Ability to work independently and manage multiple priorities in a fast-paced environment.

Preferred Qualifications

- Bachelor's degree in Information Technology, Business, or related field.
- Experience in remote team management and virtual collaboration tools.
- Knowledge of SAP S/4HANA and cloud migration strategies.

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📌 SAP Managed Services Team Lead (Monterrey)
🏢 Veralogics
📍 Monterrey