SAP Fieldglass

The Team Lead is responsible for overseeing the Service Level Support team, ensuring the seamless

resolution of VMS-related case management tickets while maintaining strict adherence to global SLAs.

This role bridges the gap between operational execution and strategic improvement, managing a team

that supports over 20 internal squads. The Lead will act as the primary escalation point and regional

coordinator, driving excellence across NAM, EMEA, and APAC regions.

Key Responsibilities

● Team Leadership & Performance: Lead and mentor a team of Support Analysts, conducting

regular performance reviews and ensuring consistent resolution standards across all platforms

(Freshdesk, ServiceNow).

● Escalation Management: Serve as the final point of contact for complex VMS issues involving

Fieldglass, VNDLY, and Beeline, ensuring high-priority cases are resolved without breaching SLAs.

● Strategic Process Optimization: Analyze recurring case trends identified by the team to

design and implement systemic enhancements that reduce global turnaround times.

● Global Stakeholder Coordination: Manage relationships with Tech PMs, Data Analysts, and

regional leads to align support efforts with large-scale project implementations.

● Knowledge Governance: Oversee the creation and maintenance of a centralized knowledge

base (FAQs and process references) to ensure global standardization.

● Resource Planning: Manage shift rotations across NAM, EMEA, and APAC time zones to ensure

24/7 operational coverage and hybrid work compliance.

Required Skills and Qualifications

● Experience: 6+ years in VMS support (Fieldglass, Beeline, or VNDLY), with at least 2 years in a

team lead capacity.

● Technical Proficiency: Advanced expertise in Freshdesk/ServiceNow and a strong functional

understanding of SAP ecosystems.

● Analytical Leadership: Proven ability to translate data-driven insights into actionable process

improvements.

● Communication: Exceptional verbal and written communication skills for managing global

cross-regional stakeholders.

● Operational Agility: Ability to prioritize multi-squad demands while maintaining high

accountability for team-wide deliverables.

Additional Information

● Work Location: Hyderabad/Bengaluru (Hybrid).

● Shift Flexibility: Must be able to oversee operations across NAM, EMEA, and APAC time zones.