Team Lead, SAP Managed Services
Remote position, based anywhere in Brazil.
Position Summary
The role of the Team Lead, SAP Managed Services is to provide exceptional remote-based team leadership and application support for mission-critical SAP applications as part of our global customer support team. The position is responsible for researching, troubleshooting, and supporting multiple SAP modules for our global clients. The Team Lead will manage a small team of support engineers, perform hands-on application support, diagnose serious issues, and develop, test, package and deliver fixes in complex, integrated, highly configured environments. The successful candidate will have prior Team Leadership or management experience and a solid understanding of SAP modules.
Experience
* 10+ years relevant SAP Software Product Support experience – techno-functional skills needed
* Proficiency in one or more of the following SAP modules: MM / WM / FICO / SD / HCM / PP / PM
* 5+ years of SAP AMS support experience
* 5+ years of relevant Team Leading Experience in hiring, leading, mentoring teams of 7+ people providing SAP AMS Support
Essential Duties And Responsibilities
* Lead the SAP Managed Services Delivery team to achieve all client and employee satisfaction targets while meeting financial targets.
* Build, grow, and evolve a strong, cohesive team to deliver SAP support for our clients, including defining skill requirements, guiding sourcing and hiring of candidates, and leveraging industry contacts to attract top talent.
* Drive resolution for complex customer issues using methodical troubleshooting based on expert knowledge of SAP applications functionality and technology.
* Work closely with customers daily to understand their needs, support business change, and deliver a consistently high‑quality customer experience.
* Provide in-depth knowledge of the support delivery process.
* Collaborate with team members in a virtual environment to extend field experience to different client situations.
* Manage one or more key assigned accounts as a technical/functional advisor.
* Develop application break fixes for critical product defects.
* Create scripts to identify, analyze, and correct data issues.
* Provide expertise, guidance, and participation during the sales cycle to the sales team to enable them to articulate how and why we deliver the highest quality products in the industry.
* Communicate effectively across various organizations within Rimini Street (e.g., sales, marketing, account management, client onboarding, support).
Skills
* Fluent English skills
* Expert level functional and/or technical expertise in multiple SAP ERP modules, such as finance, logistics
* Knowledge of localizations: architecture, implementation, and key functionality
* Expertise with SAP 4.x and ECC platforms, including full life‑cycle implementation experience, configuration, and administration of the application.
* Knowledge of SAP maintenance/patching mechanics and SAP architecture
* Demonstrable history solving complex problems across multiple modules.
* Superb trouble‑shooting skills and tenacity in problem solving.
* Passionate focus on customer support and the ability to build long‑term, successful working relationships with clients.
* Strong knowledge of key application functionality, tables, and relationships
* Deep knowledge of SAP customization/extension methodologies
* Excellent interpersonal, presentation and communication skills – verbal & written.
Desired Qualifications
* ITIL – ITSM Certification
* PMP‑PMI Certification
* Ability to think critically and make clear and well‑reasoned decisions.
* Exceptional leadership skills as well as the ability to build and maintain strong peer relationships, gaining trust and confidence from all levels within the organization.
* Self‑starter who can take initiative with process improvement.
* Experience with localizations and global implementations would be an advantage.
* Well‑developed presentation and communication skills; effective working with clients.
* Open, direct, and informative management style; the ability to develop relations based on trust, confidence, and respect.
* Ability to multitask multiple projects, issues, and tasks.
* Foster a collaborative, and supportive work style.
* Ability to scale and manage change within a rapidly growing business.
* Ethical with highest standards of integrity.
Education
* Bachelor’s degree in computer science, information technology, or a related field.
Language
* Fluency in both English & Portuguese is required.
Location
* Brazil, remote.
Rimini Street is committed to creating a diverse and inclusive environment and is proud to be an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, colour, religion, national origin, sexual orientation, gender or gender identity, disability, protected veteran status, or any other characteristic protected by law.
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