Hybrid role* (Remote/ on-site) -Pune

At Tenthpin, we are seeking a talented, client-facing, and collaborative professional to help us build and scale support, maintenance and delivery services that complement our consulting projects. The successful applicant will have a service-oriented mindset, strong organizational skills, and the ability to coordinate and grow a high-quality SAP delivery function.

This is an exciting opportunity to be part of a growing service offering, ensuring continuity, quality, and efficiency for our clients in the Life Sciences industry. You will play a key role in shaping the structure, processes, and team that will enable us to deliver long-term support and enhancements beyond project implementations.

The Opportunity

As a Client Requirement Lead, you will oversee ongoing SAP support, maintenance and enhancement work, ensuring that our clients receive high-quality, structured service and 24 X7 delivery. This role bridges the gap between consulting projects and ongoing client needs, ensuring that services are aligned with business priorities, well-executed, and value-driven.

The role will include, but not be limited to:

• Building and coordinating a structured SAP support and enhancement team, ensuring high-quality service and effective communication.
• Acting as the primary point of contact between clients and the delivery team, maintaining strong relationships and trust.
• Helping the team structure problem-solving approaches, organize support, and guide resolution strategies.
• Engaging with clients to understand system complexities, estimate work packages, and oversee service execution.
• Manage the delivery and support the team in handling tickets and change requests, ensuring that troubleshooting follows best practices.
• Monitor and track – KPIs & SLAs, Service Improvements, Major incidents, Problem management initiatives. Collaborating with leadership to refine and scale the service offering, define ITIL based processes, ensuring continuous improvement and potential expansion into additional delivery models.
• Experience and know-how of AI enabled support and maintenance
  
  

Your Experience

First and foremost, you are a service-oriented leader with strong communication skills, an open-minded approach, and the ability to build and structure an effective support and delivery team.

You will also have:

• Experience coordinating or managing 24X7 SAP support and delivery teams, with a focus on enhancements, issue resolution, and client service.
• Technical (ABAP) or functional SAP consulting experience, with the ability to engage with clients and teams at a peer level (deep module expertise is not required). Good understanding of SAP ecosystem and RISE with SAP construct.
• Good understanding of ITIL processes, DevSecOps set-up & shared service model. Strong problem-solving and organizational skills, with the ability to design and manage service processes effectively.
• A proactive and growth-focused approach, capable of identifying ways to scale and enhance service offerings.
• A track record of working with international clients in collaborative, service-driven environments.
  
  

Why Tenthpin?

Tenthpin is a Global Consulting and Technology Boutique specializing in the Life Sciences industry. With around 400 consultants and growing, we currently operate out of 8 countries: Switzerland, Germany, UK, Portugal, Poland, Japan, USA, and India.

At least sixteen of the top 20 Life Sciences companies worldwide trust Tenthpin for independent and unbiased advice.

We offer a competitive salary and benefits package and a collaborative work environment that encourages professional growth and development. If you are looking for an opportunity to build and shape a high-quality service offering, work in a dynamic consulting-driven model, and make a real impact in the Life Sciences sector, this role is for you.

Tenthpin is an equal opportunities employer.

We look forward to hearing from you.