Team Lead SAP WM/MM (M/F)

RESPONSIBILITIES:

As part of SAP application support activities oriented towards logistics and supply chain, the N2 Business Support Team Lead will ensure the operational management of the support team as well as SAP WM/MM functional expertise for business and IT teams. Management of N2/N3 support activity

• Supervise and coordinate the daily activity of the N2 support team
• Guarantee compliance with SLAs/OLAs and service commitments
• Prioritize incidents and requests based on business impact
• Monitor performance indicators (KPIs) and produce associated reporting
• Organize and lead activity follow-up rituals (daily, weekly, committees)

Incident management & SAP expertise

• Lead the resolution of complex level 2 and 3 incidents
• Provide expert support to the team on logistics SAP issues
• Ensure escalation to IT teams when necessary
• Participate in Root Cause Analysis (RCA)
• Define and monitor corrective and preventive actions
• Identify areas for improvement from the incident backlog and user feedback

Continuous improvement & optimization

• Propose and lead continuous improvement plans
• Optimize support processes, tools, and workflows
• Participate in the reduction of recurring incidents
• Contribute to application evolution projects and the transition from run to build
• Formalize functional and operational improvement recommendations

Knowledge management

• Structure, enrich, and maintain the Knowledge Base
• Write procedures, operating modes, and support documentation
• Guarantee the quality and updating of content
• Promote knowledge sharing and capitalization within the teams

Coordination & communication

• Act as the interface between business teams, Process, Methods & Tool teams, and IT teams
• Streamline exchanges between different stakeholders and client entities
• Participate in follow-up and evolution committees
• Guarantee clear and appropriate communication, especially in critical incident contexts

Team management & coaching

• Supervise and support the N2 support team
• Distribute workload and ensure continuity of service
• Support the skill development of employees on SAP and logistics processes
• Foster cohesion, engagement, and team dynamics

REQUIRED PROFILE:

Education & experience

• Higher education in IT, supply chain, or equivalent
• Significant experience in SAP logistics application support
• Proven experience in managing N2/N3 support teams
• Good understanding of industrial and supply chain environments
• Experience in multi-stakeholder and international contexts is appreciated

Personal qualities

• Natural leadership and ability to unite a team
• Excellent interpersonal skills and sense of service
• Strong analytical and problem-solving skills
• Ability to manage priorities and crisis situations
• Continuous improvement mindset and results orientation
• Ease of communication with both business and technical stakeholders

Technical skills SAP & Supply Chain

• Very good functional mastery of logistics SAP
• Expertise in SAP modules WM, MM, EWM, and SD
• Good understanding of supply chain and logistics processes
• Experience in N2/N3 level application support

Tools & methodologies

• Mastery of ITSM and ticketing tools, notably ServiceNow
• Knowledge of ITIL practices
• Ability to monitor and analyze support performance indicators (KPIs)

Management & coordination

• Experience in supervising and leading support teams
• Ability to coordinate multiple business and IT stakeholders
• Competence in organization, prioritization, and operational management

Languages

• Professional English mandatory (minimum B2)

Organization

• Hybrid position with 3 days of teleworking and 2 days on-site.