SAP Helpdesk Support Manager

2 weeks ago

Dubai, Dubai, United Arab Emirates Fox Talent Full time 250,000 - 450,000 per year

Fox Talent are hiring a
Helpdesk Support Manager on behalf of our global client. The Support Manager is responsible for leading and optimizing SAP support operations across
SAP S/4HANA
and
SAP SuccessFactors
. This role ensures the seamless delivery of Level 1–3 support. Acting as a key escalation and governance lead, the manager will oversee day-to-day support, drive service excellence, and foster collaboration between IT, business stakeholders, and external partners.

Responsibilities:

  • Oversee and direct
    end-to-end SAP support operations across
    S/4HANA
    and
    SuccessFactors
    , ensuring consistent service excellence.
  • Lead
    robust incident, problem, and change management frameworks aligned with SAP and ITIL best practices.
  • Establish and monitor
    governance structures, SLAs, and KPIs to maintain operational efficiency and accountability.
  • Serve as the senior escalation authority
    for complex issues, coordinating cross-functional teams and external vendors to ensure rapid resolution.
  • Champion continuous improvement
    through data-driven root cause analysis, service optimization, and proactive system monitoring.
  • Build trusted partnerships
    with business leaders, fostering collaboration, transparency, and user satisfaction.
  • Inspire, mentor, and develop
    a high-performing SAP support team with a focus on capability building and professional growth.
  • Contribute strategically
    to SAP transformation, integration, and upgrade initiatives, aligning support services with business priorities.
  • Drive innovation
    through automation, process optimization, and scalable support models that reduce cost and enhance user experience.

Qualifications & Experience

  • Bachelor's degree in
    Computer Science, Information Systems
    , or similar.
  • 10+ years of experience in IT support, 8+ years in a managerial or leadership capacity overseeing ERP helpdesk functions.
  • Strong knowledge of
    SAP S/4HANA
    and
    SAP SuccessFactors
  • Proven experience implementing
    support governance, incident/problem management
    , and SLA frameworks.
  • Analytical mindset with the ability to manage high-pressure escalations and deliver clear decisions.
  • SAP certifications
    (S/4HANA, SuccessFactors) preferred.

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