SAP Support Lead

at Mentor IMC Group
Location Houston, TX
Date Posted June 12, 2019
Category Default
Job Type Full-time


SAP SUPPORT LEAD required by our Client, to be assigned on a Permanent basis, located in Houston, TX.


Reporting to the IT Director, the SAP Support Lead will ensure that services delivered are effective and efficient in meeting business requirements and acts as a liaison to other IT functions. The SAP Support Lead will provide leadership in systems development and ongoing operational support, ensuring the systems are fully utilized and aligned to support business requirements. This role is expected to grow internal support processes within IT department and responsible for the definition and monitoring of services provided by Houston based IT team, driving continuous improvement under a collaborative and customer focused team culture.


The SAP Support Lead is responsible for working with the business, prioritizing requests, and helping the business achieve their objectives while complying with IT Best Practices.

Collaborate with our Clients subject matter experts, Business Functional Leads, and super users for practical application SAP System.
Build effective relationships with business, Group IT and other shared Services group and ensure SAP services deliver expected value to external and internal customers, and any enhancements are delivered on-time, on-scope, and within budget
Ensures teams adhere to defined IT Service Management processes and procedures including service transition processes, service enhancement design, sizing, build and transition to support
Develops effective measures to assess service value. Establishes clearly defined objectives for each measure and continually evaluate progress against stated objectives
Create annual plan of required service changes and follow defined processes to prioritize, define and schedule and support delivery of work.
Lead the Clients Business User Group discussions following a regular cadence
Acts as point of escalation for issues regarding performance or competing priorities in the Clients SAP system
Actively solves resource or technical challenges to ensure enhancement timelines and budgets are achieved
Supports and actively participates in the development of SAP service roadmaps aligned with corporate strategies
Translate business requirements into solution designs and build and implement systems and technical solutions.
Drive continuous improvements and SAP best practices in support of the company vision and roadmap.
Collaborate with business users to gain a deep understanding of their business processes and requirements.
Design, develop, and test system solutions to address business requirements, in alignment with the IT Strategy
Collaborate with other IT teams to ensure solution designs are well integrated and aligned to the overall enterprise architecture
Develop functional specifications for custom developments, and collaborate with the development team to get those built and tested
Provide support to end users for issue resolution, user acceptance testing, and occasionally training.
Able to manage external vendors and partners to deliver per agreed upon service levels
Able to implement Change Management and Patch Management across enterprise applications.


Bachelor's Degree in business or IT with at least 10 years of experience in managing SAP systems (SAP certification preferred)
Demonstrated experience setting up new SAP support organizations, aligned to support a maturing business organization new to working on Global ERP platforms
Must have hands on knowledge in Implementation, Customization and Configuration in either Finance to Manage, Procure to Pay, Order to Cash or Project Control
Demonstrated experience setting up new SAP support organizations, aligned to support a maturing business organization new to working on Global ERP platforms
Strong experience with SAP project management including prior experience in managing integration projects involving SAP with 2 or more systems
Demonstrated proficient knowledge and practical use of SDLC, Application Portfolio Management, Software Engineering, standard IT Processes and methodologies such as ITIL, COBIT, PMP/Prince2, etc.
Experience in supporting a global and multi-cultural organization
Demonstrated Project management experience and best practices providing oversight for multiple, concurrent IT projects
Established experience in working in a matrix reporting structure
Ability to think strategically and at the same time execute operationally with hands-on leadership style with measurable metrics when the circumstances desire
Establish standard coding practices, standard development lifecycle, and proper promotion of code to production through QA environments.
Sets targets and ensures that service performance is monitored and maintained as defined within the agreed service level agreements, service level parameters or contracts. Ensures that detailed metrics and records are kept, and that appropriate action is initiated to maintain service levels. Identifies and implements new service performance metrics.
Ability to identify, clarify and resolve project issues and risks as needed.
Good analytical problem solving and fact-finding skills.
Strong relationship building skills, internally within IT and with business users.
Capability to lead or execute complex assignments and projects independently.