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SAP Lead
Jacksonville, FL, US
Information Technology
Bachelors Degree
Full Time, Direct Hire
$75 per hour
Experienced (Non-Manager)
On-site
Healthcare Services
First Shift (Day)
Jacksonville, FL, US
$75 per hour
Experienced (Non-Manager)
Full Time, Direct Hire
Healthcare Services
On-site
Information Technology
Bachelors Degree
First Shift (Day)
Job details
Position Overview
We are seeking an experienced SAP Lead to serve as the primary bridge between IT and the business within a customer service and supply chain environment. This role acts as the main point of contact for system-related issues impacting customer service operations and is responsible for leading, motivating, and monitoring Business Process Experts (BPX) and Customer Master teams to ensure optimal performance.
The Customer Service Technology Lead supports Order-to-Cash processes, ensures high-quality master data governance, partners with cross-functional teams on system enhancements and projects, and oversees customer service metrics related to order performance and customer experience.
Key Responsibilities
- Serve as a central facilitator in defining Order-to-Cash functional requirements.
- Lead BPX and Customer Master teams to meet or exceed agreed service levels.
- Own requirements gathering, test plan development, and delivery of customer service system enhancements and break/fix issues across CRM, EDI, and other order processing channels.
- Ensure customer service processes impacting systems or customer master data comply with company policies and internal/external audit requirements (e.g., SOX, BSI).
- Oversee the training, development, and performance of BPX and Customer Master teams.
- Partner closely with IT, Finance, Commercial, Sales, Marketing, and Supply Chain teams to deliver day-to-day support and system-related projects.
- Assist with global business data setup, ongoing maintenance, data integrity, accuracy, and security standards.
- Oversee customer service order reconciliation and dashboard metrics such as Customer Experience (CX) and On-Time-In-Full Delivery (OTIF-D).
- Assess workflows, identify automation opportunities, and deliver process enhancements from concept through implementation.
- Ensure adherence to Environmental Health and Safety (EHS) policies and department objectives.
Education
- Bachelor’s degree required.
Required Experience & Skills
- Strong oral and written communication skills, with the ability to document responsibilities and produce technical design documentation.
- Excellent analytical and problem-solving abilities with strong attention to detail.
- Proven ability to lead teams, manage projects, and influence stakeholders.
- Highly organized with strong interpersonal skills; adaptable and resilient in a fast-paced environment.
- Functional knowledge of contact center technologies and performance metrics.
- Ability to ensure compliance with architectural principles, industry standards, testing, and end-user support.
- Open-minded with demonstrated ability to drive transformational change.
- Experience assessing workflows, identifying automation opportunities, and managing process improvements end to end.
Preferred Qualifications
- Minimum 5 years of SAP experience supporting Order-to-Cash functions.
- Minimum 5 years of experience leading and managing teams.
- Extensive experience with SAP SD standard functionality, with exposure to SAP ECC and S/4HANA.
- Strong background in sales order processing, pricing, ATP, delivery, invoicing, returns, and intercompany scenarios.
- Experience collaborating with business process owners and cross-functional teams to gather requirements, present solution designs, and facilitate workshops.
- Experience in enterprise system design, data transformation, data mapping, and data documentation.
- Expertise in customer master data governance, data quality standards, and compliance across systems.
- Advanced proficiency in Microsoft Excel and strong presentation skills in PowerPoint.
- Proven experience driving organizational change and supporting successful technology implementations.
Additional Responsibilities
- Manage workflow production and oversee training for new employees on assigned tasks.
- Serve as a subject matter resource by answering job-related questions across multiple functional areas.
- Report on performance, recommend enhancements, and implement new or revised procedures while working independently under broad guidelines.
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