SAP Support Manager Project Manager
SAP Support Manager Project Manager
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Job Description
VistaVu Solutions is an employeeowned tech company on a high growth curve. We deliver full lifecycle ERP implementations transformation projects and responsive support through our partnerships with SAP S/4HANACloud SAP Business One SAP Business ByDesign Boomi and Amazon Web Services to midmarket companies in a broad range of industries primarily within the United States and Canada. In addition we provide customer specific solutions to our customers that enable the customer to be unique meet their unique requirements and allow them to innovate at speed Our industry specific expertise product extensions and awardwinning services help our customers RUN GREAT!
Its our people that make VistaVu unique and different from other technology solution providers. We are smart determined and not afraid to try new things. We advocate for our customers and earn their trust by understanding their business using proven processes to serve their needs and delivering a high return on investment. Our core values shape our culture define our character and guide how to make decisions across every level of our organization.
Our Core Values
- Results: You want to work in a company based on meritocracy where your results determine your trajectory (not time served).
- Trust: When your manager gives you something you use your critical thinking and proactive mindset to find a way to get it done and done well.
- User Experience: You appreciate what good customer experience looks like and are driven to consistently go above and beyond for the customer.
- Embrace Change: You thrive within a dynamic and evolving organization.
- Growth: You are consistently investing into and upgrading your skills and experiences.
- Gratitude: You want to feel appreciated and you look to say thank you loudly and often to others on the team.
The Opportunity
VistaVu is looking for an experienced SAP Support Manager / Project Manager who will be responsible for onboarding customers into VistaVus support program ensuring a seamless transition from implementation to support. This role includes managing the Jira support portal triaging tickets facilitating escalations to SAP maintaining strong client relationships and identifying potential upsell/crosssell opportunities. Additionally the individual will manage their schedule effectively to balance both support management and project management responsibilities.
How do you know you are a fit
- You have a demonstrable history of resilience and taking on challenges.
- You can translate business strategy to project vision.
- You are flexible and able to adapt to change.
- You can influence and win respect.
- You are proactive and have a strong cando attitude.
- You are confident and determined.
- You have a high level of Integrity and are dependable.
- You are a driven passionate and compassionate individual.
- You have highlevel emotional intelligence and maturity with good people skills.
- You have strong business acumen.
- You are a selfstarter and ambitious.
- You are a teamoriented individual.
What will you be doing
Support Manager:
- Customer Onboarding & Engagement
- Educate customers on how to raise tickets navigate the support portal (Jira) and work effectively with consultants.
- Ensure customers understand servicelevel agreements (SLAs) and escalation procedures.
- Onboard customers into the support program and ensure a seamless transition from implementation.
- Engage in regular recurring meetings with customers to review service delivery performance and ensure compliance with SLAs.
- Support Portal & Ticket Management
- Maintain Jira as the primary support portal.
- Triage and assign tickets to the appropriate functional or technical consultants based on priority and expertise.
- Manage escalated tickets requiring SAP involvement and oversee resolution timelines.
- Customer Relationship Management
- Act as the primary point of contact for supportrelated client interactions.
- Foster and maintain strong client relationships ensuring high levels of satisfaction and proactive issue resolution.
- Analyze support ticket trends and provide recommendations for process improvements automation or knowledge base enhancements.
- Revenue Growth & Upsell Opportunities
- Identify upsell and crosssell opportunities during customer interactions and coordinate appropriate internal resources to capitalize on these opportunities.
- Collaborate with sales and account management teams to capitalize on upsell/crosssell opportunities.
- Ensure that documentation SOPs and best practices related to support processes are maintained and followed.
- Collaborate with internal teams to drive continuous improvement in service delivery and customer experience.
Project Manager:
- Manage workload and schedule effectively to balance responsibilities as both a support manager and a project manager.
- Plan coordinate and oversee project activities to ensure successful delivery within scope timeline and budget.
- Work closely with clients consultants and stakeholders to define project objectives deliverables and success criteria.
- Monitor project progress address risks or roadblocks and ensure adherence to project governance frameworks.
- Facilitate regular project status meetings and provide timely updates to stakeholders.
- Develop and maintain project documentation including plans reports and issue logs.
- Ensure seamless collaboration between project and support teams for a smooth transition postimplementation.
What experience do you need
- 10 years of experience in a support management project management or clientfacing service delivery role in the professional services industry; experience managing and supporting mid to largescale projects.
- Experience in managing customer support programs ticketing systems and SLAs.
- Proven track record in managing escalations troubleshooting complex issues and working with vendors like SAP.
- Handson experience in identifying business development opportunities within existing client engagements.
- Experience leading crossfunctional teams and facilitating collaboration between support and project teams.
- Strong understanding of SAP solutions (S/4HANA and ECC) with specific knowledge/expertise in at least one functional area (e.g. FICO MM SD PP etc.. Experience with SAP Cloud projects/implementations (S/4 HANA Cloud Public or S/4 HANA Cloud Private) would be preferred.
- Knowledge of SAP Activate Methodology; certification a plus.
- Willingness to travel to client sites and work on a hybrid in office model
- Bachelors degree in Business Information Technology or a related field or equivalent experience.
- PMP certification is a requirement.
- Familiarity with Jira or similar ticketing/support management platforms.
- Advanced knowledge of MS Office including MS Project;
- Recent SAP certification in S/4HANA Cloud Private or Public.
What skills we value
- Strong knowledge of Jira or similar support ticketing systems.
- Understanding of SLA management service delivery frameworks and customer support best practices.
- Proficiency in project management methodologies (Agile Waterfall etc..
- Ability to analyze support trends and recommend process improvements.
- Knowledge of SAP or other enterprise software platforms.
- Experience with reporting and data analysis to monitor support performance.
Whats in it for you
- Influence the financial management structure and direction of our rapidly growing midmarket business.
- Ownership through our Employee Share Option Program where you will have an integral role of influencing and contributing to the company success.
- Competitive remuneration
- Flexible Health and wellness spending account.
- Bonus program.
- STD LTD Life and Critical Illness benefit program.
- Work with great people in an environment where we live our core values.
- Growth as we provide you challenges and opportunities to advance your career development and training.
At VistaVu Solutions we are committed to an inclusive and equitable workforce that values represents and supports the communities in which we work and live. We welcome people from all backgrounds ethnicities cultures and experiences and are committed to maintaining a respectful work environment that also supports the diverse needs of our employees. We encourage applications from all individuals including those who are Indigenous members of visible minority groups of varied abilities persons of any sexual orientation or gender identity and expression as well as with any other dimension of diversity.
VistaVu will make reasonable accommodations for qualified applicants who would require accommodation in applying for this role or throughout our hiring process unless undue hardship would result. Any applicant who requires accommodation should contact VistaVus hiring team at. The applicant should advise VistaVu what accommodations they need to participate in the process.
Required Experience:
Manager
Employment Type
Full-Time
