Team Leader, Service Delivery

7 days ago

Ho Chi Minh City, Ho Chi Minh, Vietnam Nam Long Group - NLG Full time

OVERVIEW

The Delivery Support Level 1 Team Leader is responsible for managing the Level 1 SAP ERP support team, ensuring smooth operation, timely user support, and effective collaboration with Level 2 experts. This role requires both technical knowledge of SAP modules (FICO/MM/SD/PS) and leadership skills to guide the team in delivering high-quality support services.

RESPONSIBILITY

1. End-user Support:

  • Oversee the process of receiving, analyzing, and resolving user requests related to SAP ERP (FICO/MM/SD/PS modules).
  • Ensure effective user guidance on system usage for better efficiency.
  • Guarantee accurate documentation of issues and resolutions for knowledge base improvement.

2. Interaction with Level 2 Module Experts:

  • Escalate complex issues or advanced requests (e.g., system configuration, data integration) to the FICO/MM/SD/PS Level 2 team.
  • Collaborate with Level 2 Experts to test, validate, and implement solutions for users.
  • Ensure smooth information flow between users and Level 2 teams for quick problem resolution.

3. Team Management & Operations:

  • Lead, manage, and mentor the Level 1 Delivery Support team to ensure efficient handling of support requests.
  • Monitor daily support activities, prioritize tickets, and ensure timely resolution.
  • Develop standard operating procedures (SOPs) and ensure adherence across the team.
  • Conduct regular performance reviews and training to enhance team capabilities.

REQUIRED SKILLS AND BEHAVIORS

1. Background / Experience

  • Bachelor's degree in Accounting, Finance, or Information Technology.
  • At least 3–5 years of experience in SAP ERP (FICO/MM/SD/PS modules), with prior experience in user support or business analysis.
  • Preference will be given to candidates with prior experience in user support or business analysis.

2. Specific job skills

  • Strong analytical and problem-solving skills, especially in handling system or business process errors.
  • Proven leadership or supervisory experience is an advantage.
  • Basic knowledge of financial processes and budget control.

3. Competencies

  • Ability to work in a team and collaborate effectively with other departments.
  • High sense of responsibility, proactive at work, and eager to learn.
  • Ownership, result-oriented thinking

4. Mindsets & behaviors

  • Professionalism, Integrity, Responsibility (Core Values)
  • Strong relationship-building and communication skills.
  • Positive and open-minded attitude
  • Ownership and result-oriented thinking.
  • Willingness to share knowledge, provide guidance, or receive guidance from others.

Interface

  • Director, Managers of Information Technology Department
  • BA team and Information Technology Department
  • ERP end-user

Key decision rights

  • IT software system efficient development and adjustment

Deliverables

  • Fulfill requirement as per schedule
  • Timely support end-user
  • Make timely reports to other managers in IT Department.

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