SAP CRM Team Leader

A SAP CRM Team Lead is required to be based on a client site in Burton upon Trent.
The role involves:
CRM /SD application support leadership services over a global team of CRM, CIC, and SD resources.
Management and resolution of CRM / CIC / SD issues, enhancements and providing input in to the continued roll out of CRM / CIC / SD.
Work closely with existing support staff in various countries providing direction and guidance as required.
Manage an onshore and offshore team, some members working in global locations, investigating and resolving CRM / CIC / SD issues as reported through the helpdesk.
Root cause analysis of issues, and new design recommendations to resolve those issues.
Ensure the team maintains documentation relating to changes due to CRM /CIC /SD support issue resolutions.
An element of on-call and out-of-hours working.
Assist, support and lead the definition of new projects. In this respect experience of functional scoping, high-level and detailed design are highly advantageous.
Direct and get engaged in testing, documenting, and training.
Act as escalation contact for major issues the global CRM /CIC /SD teams can't quickly resolve; utilising your knowledge and our global contact network to solve problems.
Qualifications
It is likely the successful candidate will probably have started their SAP career as a SD consultant and migrated to SAP CRM in recent years. You must possess at least 5 years SAP experience.
The SAP functional scope of the solution includes CRM 7.0 and ECC6. GATP is used with APO.
Functional skills:
Experience of working in a support environment with in depth knowledge of SAP CRM. and ECC6 including configuration settings and configuration options. Knowledge or experience of the following:
Interaction Centre Web Client (ICWC)
Business Partner
CRM Service including Service Tickets and Compliants
Telesales (Call List Management)
Sales Order Management including GATP
Marketing - campaign management, integration to sales order (product proposal)
Pricing
Rebate Management
Billing
Credit Checking
Deliver and Shipment
CRM/ECC SD/APO integration
Understanding of ABAP, BSP and the relationship of CRM to ECC SD
Knowledge of Duty Management
Experience with complex interfaces, including experience with EDI and Idoc problem identification
Experience with bespoke development on SAP especially in rebates, duty and pricing
Non Functional skills:
Experience of leading a team of 5 to 10 team members
Ability to track and prioritise work
Experience of working with the customer at all levels
Experience of requirements capture
Experience of a manufacturing, process or fast moving goods business environment
Experience of multinational working probably gained on a multi-national SAP implementation
Experience of an offshore/onshore delivery model
Ability to coach and develop junior team members
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