Job Summary

The Tower Lead for Support & Operations plays a pivotal role in ensuring the seamless execution of security services, particularly in SAP Security and Governance, Risk, and Compliance (GRC). This leadership position is responsible for managing escalations, optimizing operational processes, and driving initiatives that enhance customer satisfaction and profitability.

Key Responsibilities

1. Drive Revenue Generation For The Service Line By Managing Tower-Level Performance Metrics, Focusing On Enhancing Ee And En Revenues Through Strategic Planning And Execution.
2. Ensure Timely Resolution Of Escalations And Crises By Adhering To Established Sla Norms, Facilitating Effective Communication And Collaboration Across Teams.
3. Oversee Operational Hygiene By Validating Reports And Ensuring Compliance With The Statement Of Work (Sow), Implementing Corrective Actions As Necessary To Maintain Service Quality.
4. Foster Positive Customer Relationships By Developing And Implementing Initiatives And Frameworks Aimed At Improving Customer Satisfaction And Service Delivery.
5. Lead The Implementation Of The Profit Improvement Plan (Pip) By Identifying Opportunities For Automation And Self-Driven Initiatives That Enhance Operational Efficiency And Cost-Effectiveness.

Skill Requirements

1. Expertise In Service Line Management, Particularly In Security And Sap Security & Grc.
2. Strong Understanding Of Operational Processes And Service Delivery Frameworks.
3. Excellent Problem-Solving Skills With A Focus On Escalation Management And Crisis Resolution.
4. Proven Ability To Drive Customer Satisfaction Through Strategic Initiatives And Effective Communication.
5. Proficient In Performance Metrics Analysis And Operational Reporting.

Other Requirements

1. Certification In Sap Security Or Grc Is Optional But Valuable.
2. Project Management Professional (Pmp) Certification Is Optional But Valuable