SAP Support and Services Manager

Toronto, Ontario | Direct Hire

Post Date: 03/07/2018 Job ID: 6447 Industry: Automotive
Our Client is looking for an experienced resource for a permanent Manager, SAP Support & Services role. Would be helping to set up and manage the overall SAP sustainment team.
  • This role is focused on sustainment, providing operational support, and making sure the client is able to continue following the SAP implementation and then take on the work done from the program.
  • Look at ways of having SAP provide more value to the business.
  • This role will be very dynamic as the landscape continues to evolve and change
  • They need to be able to manage Functional Analysts, Solution Architects, Security & Controls etc.
  • The ideal candidate would have a really good understanding of SAP and the various landscape pieces e.g. CHARM, Solution Manager, ABAP, BOBJ, and ready to challenge those bringing items forward. 
Start: ASAP
Location: Toronto
  • Lead the SAP Services and Support Team (S3), develop and refine on-going support processes. Develop S3 team skills and act as an escalation point for S3 team and the business
  • Continually evaluate SAP capabilities and define SAP roadmap to maximize the value of SAP.
  • Primary liaison with the business with a focus on continuous improvements, and business results based on the capabilities of SAP.
  • Oversee the streamlined delivery and support of SAP functions to the enterprise in an efficient and cost-effective manner
  • University Degree in Computer Science, Information Systems, Business Administration or related disciplines.
  • Minimum 10 years of progressive IT management experience, including 5 years of leadership responsibility managing mid to large size teams and influencing senior level management and key stakeholders.
  • 5+ years managing a SAP Centre of Excellence or equivalent including service delivery management of external partners and development of processes to realize investment in SAP.
  • 8+ years of SAP experience including: functional knowledge of SAP, SAP Landscape management, SAP Tools, Solution Manager and integration with other systems.
  • 5+ years of business process improvements / enhancement to improve business user experience and leverage SAP investment.
  • 3+ years leading projects / initiatives
  • Knowledge of Agile / Waterfall methodologies
  • Ability to analyse, understand and effectively communicate between business requirements and technical design and implementation
  • Budget planning and management skills
  • Demonstrated leadership abilities; effective in matrix management and team building
  • Strong skills in vendor management, project management and stakeholder management.
  • Excellent communication and interpersonal skills
  • Strong management and team-building skills
  • Problem-solving, negotiation and decision-making skills to influence management, as well as internal and external partners
  • Responsible for SAP Services and Support (end-to-end) for product lifecycle (design, development, support and maintenance) including strategic and operational leadership of: business processes, technology architecture, integration, support and contracts with third parties.
  • Manages the transition of new SAP modules, architecture, business processes into production ensuring organizational change management and training is addressed and support processes and procedures are defined & implemented.
  • Develop processes and strategies for SAP Tools sets like: Solution Manager, Transport Management (CHARM), System Monitoring, etc.
  • Facilitates and leads the integration of SAP Services and Support Team with other teams (Sales and After-Sales) within Enterprise Business Solutions and the larger Information Services team.
  • Builds collaborative team structures identifying areas for growth and education.
  • Safeguards the SAP Production systems, e.g. patches, upgrades, change requests in conjunction with third parties to ensure maximum up-time and capacity planning.
  • Responsible for ensuring the benefits identified for SAP are realized and that it delivers again the reasonable expectation of end users.
  • Responsible for the full systems development life cycle management of projects/programs related to SAP.
  • Responsible for the overall architecture, design, development, and maintenance of SAP services for various business units.
  • Oversees the development of SAP roadmaps in alignment with future business priorities
  • Manages third party vendors (AMS, SAP, Hosting) to meet contractual commitments. Ensures that third parties are being leveraged to the full potential.
  • Manages third party vendors including RFP/SOW creation, contract negotiation, performance monitoring and budget management. Escalates issues with senior management at the vendor as required.
  • Continuously monitor skills of the team and identify ways to reduce risk of single points of knowledge. Ensure system documentation is maintained according to best practises.
  • Responsible for managing the operational budget required to provide ongoing support, maintenance and enhancements for the SAP environment, continually looking for cost efficiencies.
  • Work collaboratively with peers from other functional and technology domains on complex cross functional projects, as well as process improvement initiatives.
  • Investigate new technologies and work closely with partners across the business and IT to recommend strategies to successfully implement these technologies where required.
  • Establish and maintain policies and processes that drive consistency, standardization, predictability, quality, reliability of solutions.
  • Business Enterprise Knowledge: Solicits information on enterprise direction, goals and the industry-competitive environment to determine how SAP can add value to the organization and customers. Makes recommendations clearly linked to the organization's strategy and financial goals, reflecting an awareness of external dynamics. Demonstrates awareness by providing clear explanations for actions taken relative to customer requirements, needs and industry trends.
  • Business Process Knowledge: Identifies, documents, and monitors key business processes within the scope of SAP needed to achieve successful business results. Maps and documents processes. Leverages framework for process improvement.
  • Change Advocate: Identifies and acts upon opportunities for continuous improvement. Encourages prudent risk taking, exploration of alternative approaches and organizational learning. Demonstrates personal commitment to change through actions and words. Mobilizes others to support change through times of stress and uncertainty.
  • Business Partnership: Assesses and develops strategies for achieving the needs of users. Seeks information about and identifies opportunities to support and enhance critical business functions and processes through SAP. Defines and manages user expectations. Matches business requirements to new or existing products and services.
  • Consulting: Uses professional knowledge, experience and technical expertise to respond to questions and facilitate problem solving; generally advises, influences and provides guidance to users and business partners over whom there is no direct authority.
  • Results Orientation: Sets and accomplishes challenging goals. Defines standards in terms of doing what is appropriate and doing it well. Competes resourcefully and takes calculated risks to achieve results.
  • Team Leadership: Develops, directs, coaches, mentors and reinforces team members in line with the mission, vision, values, goals and performance standards of formal and informal teams. Encourages and facilitates cooperation and results orientation. Fosters an environment of collaboration. Inspires, motivates and guides team members. Fosters commitment, team spirit, pride and trust. Allocates team roles and accountabilities.
  • Responsible for security role mappings and audit compliance

Must have Work Authorization for Canada.

The Addmore Group is the premier provider of SAP related resources in Canada. Since 1992, Addmore has been solely focused on providing the right SAP resources to our clients.

Project manager, project management, ABAP, BASIS, solution manager, CHARM, BOBJ, COE, support

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