IT & Data Sr. Support Manager

Location: Oost-Vlaanderen

 

Job Purpose

The IT&Data Sr. Support Manager will be responsible for managing a team of over 20 individuals who support the SAP ECC and all surrounding systems in the ERP landscape during the transition to SAP S/4. This role involves managing relationships with current infrastructure providers in a managed services setup. The Sr. Support Manager will collaborate closely with the Senior Business Applications Manager and Business Process Transformation Director to ensure the support team is well-trained in SAP S/4 and prepared for post go-live support.

Main Responsibilities and Key Tasks

• Manage a team of 20+ support staff, including part-time consultants.
• Oversee the support of SAP ECC and all interconnected systems in the ERP landscape during the transition to SAP S/4.
• Manage support relationships with current infrastructure providers in a managed services setup.
• Collaborate with the Senior Business Applications Manager and Business Process Transformation Director to ensure the support team is trained in SAP S/4.
• Ensure the support team is prepared for post go-live support of SAP S/4.
• Monitor and report on the performance of the support team.
• Develop and implement support processes and procedures to continuously improve service levels for both applications and infrastructure.
• Handle escalations and resolve issues related to applications and infrastructure support.
• Ensure compliance with IT&Data policies and procedures.

Job Requirements / Education

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• SAP certification is a plus.

Experience

• Minimum of 5 years of experience in IT support management.
• Experience in transitioning teams from a blended support/project setup to a split setup between projects and support.
• Experience with SAP ECC and SAP S/4.
• Experience managing relationships with infrastructure providers in a managed services setup.

Knowledge/Skills

• Strong knowledge of SAP ECC and SAP S/4.
• Excellent leadership and team management skills.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and manage multiple tasks simultaneously.

Job Complexity and Challenges

• Managing a large team of support staff.
• Ensuring the support team is adequately trained in SAP S/4.
• Managing relationships with infrastructure providers.
• Handling escalations and resolving issues related to SAP support.

Accountability and Scope Factors

• Responsible for the performance of the support team.
• Responsible for developing and following up on service management KPIs.
• Accountable for the successful transition from SAP ECC to SAP S/4.