Team Lead - Customer Relationship Management (Hybrid Work)
Location: Santa Clara
Posted on: June 19, 2022
This is an opportunity to join IT Enterprise platform operations
team, part of the company's Global IT organization. Enterprise
platform operations team's charter is to provide a reliable and
state of the art system landscape for the Business. Team supports
many Business functions e.g. Sales & Marketing, Order Management,
Finance, Logistics, Manufacturing, Service and Call centers.
Enterprise platform operations team manages several SAP and other
applications (SAP - ECC, CRM, GTS, MES, S4C, CPQ, Salesforce and
others), ensures Security and compliance of entire landscape, and
develops minor solution enhancements. Team is distributed at
several locations across the world for effective 24X7 coverage.
This is a role with many responsibilities; You will be working on
multiple tasks at any given time based on short- and long-term
organization goals, aligned with Company and IT objectives.
Maintain relationship with Business functions (mainly Sales,
Marketing, Service) to ensure alignment on priorities, applications
roadmap and escalations.
Maintain relationship with product vendor teams (e.g. Salesforce,
SAP) for product issues, enhancements and escalations.
Accountable for AMS Service delivery and meeting IT SLAs. Lead IT
vendor AMS teams on meeting established KPIs.
Lead on critical incidents and escalations in your service area
(diagnosis, troubleshooting and issue resolution). Drive continuous
improvement to address hot spots.
Work closely with project delivery teams, providing inputs on
design, architecture, and solution maintainability, lead projects
transition into operations.
Project manager for operations initiatives e.g. Upgrades,
Archiving, solution enhancements, proof of concepts.
Mentor and develop junior team members.
Maintain relationships with other IT and Business teams.
Communication skills: Very good oral and written communication
skills. Able to influence and drive activities across IT teams.
Results Orientation: A passion to drive for operational excellence
in all areas of responsibility. Proactive attitude. Meets
commitments. Continuous Improvement mindset.
External Perspective: Experience utilizing external benchmarking
and other industry forums to drive improvements in strategies and
Team lead: Able to work independently as well as lead teams.
Ability to mentor and develop team members.
Fully leverage available SAP tools, technology and best practices
so that availability and performance is maximized with increasing
efficiency and velocity
Four-year college degree in Computer Science, Engineering or
related field of study. Advanced degree preferred.
8+ years of SW development, implementation or solution support
experience in Salesforce, SAP and other Business applications
(Salesforce experience is highly desirable).
Project management experience using Agile and or other
methodologies. Experience of working in DEVOPS model highly
Team management experience (6-10 members or larger teams);
distributing tasks, providing oversight and guidance, and
delivering on goals.
Keywords: CMP.jobs, Santa Clara , Team Lead - Customer Relationship Management (Hybrid Work), Executive , Santa Clara, California
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