Team Lead - Customer Relationship Management (Hybrid Work)

Company: CMP.jobs
Location: Santa Clara
Posted on: June 19, 2022

Job Description:

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.



Primary Responsibilities:

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.
Leadership expectations:

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 operations.
Team lead: Able to work independently as well as lead teams. Ability to mentor and develop team members.


SAP Technology:

Fully leverage available SAP tools, technology and best practices so that availability and performance is maximized with increasing efficiency and velocity


Qualifications:
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 desirable.
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