SAP Success factors Support Team Lead

Summary of the role

The Successfactors Support Team Lead manages the global Successfactors Level 2 support organization composed of 5 6 specialists. The role ensures operational excellence drives functional and technical expertise participates to global deployments and maintains governance of EQUANS Successfactors platform.
This leadership position combines team management architecture oversight and strategic collaboration with HR Finance and IT

KEY RESPONSIBILITIES

Team Leadership & People Management

• Manage a team of 5-6 Successfactors support specialists.
• Define objectives conduct performance reviews and support career development.
• Organize workload priorities and continuity between the teams located in Chile and India
• Ensure team motivation cohesion and continuous skill improvement

Operational Excellence & Governance

• Oversee Group-level support processes: incident request change management
• Guarantee SLA compliance and consistent quality of service.
• Define and maintain governance rules naming conventions and functional standards.
• Ensure proper documentation and knowledge base structuring

System Architecture & Functional Ownership

• Oversee global configuration consistency across entities and waves of deployment.
• Participate to architecture design integration flows and technical specifications.
• Coordinate with ERP/Payroll teams middleware teams and security teams.
• Challenge vendor proposals and ensure alignment with EQUANS standards

Continuous Improvement & Roadmap

• Co-own the Successfactors roadmap for enhancements new modules and cross-functional evolutions.
• Prioritize change requests in alignment with HR and IT strategy.
• Lead design workshops and validate functional solutions.
• Ensure testing strategy alignment (SIT UAT regression testing).

Deployment & International Rollouts

• Manage support activities for global and local rollouts.
• Ensure readiness of data interfaces and configurations.
• Coordinate with project teams procurement managers and local IT teams.
• Provide expertise to countries during deployment phases

Training Communication & Stakeholder Management

• Communicate system changes roadmap updates and incidents to stakeholders.
• Ensure training materials and documentation are maintained and up to date.
• Lead communication with HR Finance Group IT and Cybersecurity.
• Represent the support function in governance committees

KPI Management & Reporting

• Monitor operational KPIs: SLA compliance backlog recurring issues system stability.
• Monitor Successfactors usage KPIs and support continuous improvement.
• Provide management reports and recommendations

Escalation & Expert Support

• Act as final escalation point before vendor or Level 4 business escalation.
• Support complex functional or integration incidents when needed.
• Ensure proper root-cause analysis and long-term remediation

TECHNICAL SKILLS & TOOLS

• Successfactors Expertise: Strong knowledge of SF modules (Employee Central Recruiting Learning Performance and Goals Management Succession Compensation).
• Payroll Integration: Familiarity with payroll systems (SAP HCM ADP ) and data exchange processes.
• HR processes: Good knowledge of HR lifecycle.
• Reporting: Strong commande of analysis tools
• IT Service Management: Experience with ticketing tools (ServiceNow Jira) for issue tracking.

SOFT SKILLS

• Strong leadership and team management skills.
• Excellent communication and stakeholder management.
• Ability to take decisions and prioritize in a complex environment.
• Strategic and operational mindset.
• Highly organized rigorous and solution-oriented.
• Ability to influence without authority within a global matrix organization

PROFILE

Academic background & Experience

• Bachelor s or Master s degree in IT Business HR or related field.
• 8 years of experience in IT including at least 3 years of team leadership
• Experience with Successfactors or similar employee lifecycle platforms
• Strong understanding of human ressources processes and best practices.
• Fluent in English; additional languages are a plus (FR NL DE).

Why Join Us

• Technical Challenge: Work on complex identity scenarios in a hybrid high-scale environment.
• Continuous Growth & Innovation: Be part of a forward-thinking team that values continuous improvement encourages new ideas and supports your professional development in IT governance.
• Supportive Culture: Join a team that values innovation transparency and continuous learning.
• Be part of a global industrial leader driving digital transformation.
• Work in a collaborative international environment with high-impact responsibilities.
• Shape the future of IT Procurement strategy and governance at group level.
• Global Impact: Join a dynamic international organization where your work will directly influence strategic vendor relationships and IT service delivery across multiple business units and regions.
• Strategic Collaboration: Work at the intersection of IT and Procurement leading governance driving performance that support innovation and operational excellence.