Focus is the entity of Focus group specialized in the IT Outsourcing and software development.

Working with world renowned leaders in the fields of telecommunications, Automotive, ERP and Business Intelligence such as Nokia Siemens Networks, Continental, Parrot, SAP, Focus has developed a solid expertise in a wide range of technologies related to embedded software development, mobile application development, data analysis solutions development…

For our purposes, we are recruiting:

SAP Support Team Manager

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About the role:

We are looking for an Operational Manager to join the SAP Product Support global team.

The Support Manager will provide leadership to the team’s technical staff, handle all matters of the team’s work needs, manage day-to-day operations of supporting SAP customers, drive critical account escalation and ensure that we are providing best in-class customer service.

Mission :

• Ensure operational excellence and team achievement of business metrics

• Accountable and responsible for all tasks and activities of the team, ensuring effective, efficient, and high-quality delivery of Support Services to customers

• First point of contact for all issues within the team (incident escalation, workload, dispatching, customer complaints…)

• Capacity Planning and Resource Management within the team

• People Management, including regularly Feedback, continually Learning & Career Development, and Employee Engagement related topics

• Monitoring and driving effective communication within the Support Team

• Break down the SAP strategy to the team and prepare engineers for future challenges

• Change management to drive and cascade strategic objectives (e.g. Next Generation of Support transformation) and further project and program activities

• Processes: Responsibility to implement and to ensure the introduction, working and optimizing of internal processes within the team

• Collaboration with other Support teams in other SAP locations

• Collaboration with Engineering, Cloud-Operations and other Support Delivery Lines of Businesses

• Other responsibilities dependent on business need

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Profile :

• University degree in Engineering / Computer Science

• Capacity to learn SAP environment

• People Management/leadership skills

• Excellent customer focus, internally and externally

• Flexibility / proven ability to work under pressure

• Strong personality and good communications skills

• Solid escalation management skills

• Excellent organizational skills

• Self-motivated, proactive and solution oriented

• Adaptive to changes

• Innovative thinking, Continues Improvement approach

• Fluent English

Work Experience:

• 3 years minimum of management experience ideally in Support Operations

About Focus Group :

Focus is a Tunisian Group specialised in software engineering and IT services.

With presence in Tunisia and in Europe, Focus offers a wide range of IT solutions in the areas of embedded systems, ERP and BI, IT infrastructure solutions…

Certified ISO 9001 and CMMI L3, Focus has among its references national and worldwide leaders such as Continental, Nokia-Siemens, Parrot or SAP.

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