Technical Lead - IT

About the Role

The role provides global leadership for delivering SAP ABAP, BTP, BW, Integration, and Portal support services across all SAP systems (S/4HANA and ECC). It drives AMS partner performance and ensures achievement of key performance indicators (KPIs) and related metrics. The leader also contributes to solution architecture, guaranteeing technical alignment and integration solutions. Responsible for ongoing support, maintenance, updates, solution quality, and continuous improvement of SAP Unity technical areas such as workflow, portal, BOPF, and integrations with other applications. Handles a high volume of complex applications, managing over 4,000 support tickets and tasks through incident and request management. Provides 24x7 level‑three on‑call support to maintain continuous service. Leverages ITIL and ITSM best practices to achieve service excellence in incident, request, change, and problem management. Drives continuous improvement initiatives using EBS tools, AI automation, and process benchmarking. Collaborates with functional teams and SMEs to gather requirements, design integration processes, and develop unit test scripts. Develops and maintains customer relationships, ensuring SLA compliance, managing escalations, and communicating KPI status. Plans future‑state technology portfolios and IT program investments for SAP ABAP, BW, BTP, Cloud, Fiori, and BOPF. Establishes training and development plans, mentors staff, and counsels subordinates on career paths and skill development. Creates communication strategies for global stakeholders, benchmarks processes against industry standards, and drives cost‑reduction initiatives. Ensures adherence to internal and external audit requirements, including SOX IT controls, and oversees change, enhancement, and software update management. Encourages innovation, creative problem‑solving, and compliance with regulations and security standards for AI and emerging technologies. • Provide global leadership for SAP ABAP, BTP, BW, Integration & Portal support across S/4HANA and ECC. • Drive AMS partner performance and meet key performance indicators (KPIs). • Oversee solution architecture, technical alignment, and integration design. • Lead ongoing support, maintenance, and quality improvement for SAP Unity areas (workflow, portal, BOPF, integrations). • Manage over 4,000 support tickets and tasks through incident and request handling. • Provide 24x7 level‑3 on‑call support for continuous service delivery. • Apply ITIL/ITSM best practices for incident, request, change, and problem management. • Drive continuous improvement using EBS tools, AI automation, and process benchmarking. • Collaborate with functional teams to gather requirements, design integrations, and execute unit tests. • Develop and maintain customer relationships, ensuring SLA compliance and handling escalations. • Plan future‑state SAP technology portfolios (ABAP, BW, BTP, Cloud, Fiori, BOPF). • Establish training and development programs and mentor staff on career growth. • Create communication strategies for global stakeholders and benchmark processes against industry standards. • Ensure compliance with internal/external audits, including SOX IT controls. • Manage stakeholder alignment across departments and promote innovation. • Guarantee regulatory compliance and security standards for AI and emerging technologies.

Key Responsibilities

• ▸sap support
• ▸integration design
• ▸incident management
• ▸24x7 on‑call
• ▸continuous improvement
• ▸solution architecture

What You Bring

Qualifications include a Bachelor’s degree, 10+ years of SAP experience, and 3‑5 years leading technical delivery or production support in a large, complex organization. Experience with managed‑services engagements, global service and software supplier relationships, and expertise in ITIL/ITSM (ServiceNow, JIRA) is required. Advanced SAP ABAP technical knowledge across modules (SD, FI/CO, PP, MM, GTS, EHSM, S/4) and exposure to SAP BTP, Portal, and Cloud technologies are essential, along with strong written and verbal communication skills. • Required: Bachelor’s degree, 10+ years SAP experience, 3‑5 years leading technical delivery/support. • Experience with managed‑services engagements, global supplier relationships, and ITIL/ITSM (ServiceNow, JIRA). • Advanced ABAP expertise across SD, FI/CO, PP, MM, GTS, EHSM, S/4 and exposure to BTP, Portal, Cloud.

Requirements

• ▸bachelor's
• ▸10+ years
• ▸sap
• ▸abap
• ▸servicenow
• ▸jira

Work Environment

Hybrid