About the Role
The SAP Track Lead owns the day-to-day execution leadership of the SAP Application Support Service across the full module landscape — functional (SD, FIN/FICO, HR/HCM, MM, PM, QM, LE) and technical (ABAP, PI-PO, BI/BW). This role translates the standards and governance defined by the Tower Manager, and the account priorities set by the Service Delivery Manager, into daily operational execution: coordinating functional consultants and technical engineers, driving incident and problem resolution, monitoring SLA/KPI risk in real time, and ensuring consistent service quality and workload balance across every SAP module in scope. Role & Responsibilities
• Cross-Module Team Leadership: Lead and coordinate a multi-module team spanning functional consultants (SD, FIN/FICO, HR/HCM, MM, PM, QM, LE) and technical specialists (ABAP, PI-PO, BI/BW), ensuring balanced workload distribution and consistent service quality across the SAP landscape.
• Knowledge Management Execution: Review knowledge base articles and runbooks created by functional and technical consultants across all SAP modules for quality and usability; ensure the team creates, updates, and references KBs daily.
• Automation Execution: Assess the technical feasibility and readiness of automation opportunities across functional and technical modules; coordinate implementation with SAP Functional and Technical resources and track automation results.
• AI Initiatives Execution: Coordinate the day-to-day execution of AI/GenAI and agentic AI pilots across SAP functional and technical tracks (e.g., ABAP code-generation assistance, automated ticket triage, functional configuration copilots), within the governance and standards set by the Tower Manager; track adoption, quality, and productivity impact and feed results back into continuous improvement.
• Shift-Left Execution: Assess team readiness, identify skill gaps, and validate feasibility for shift-left transitions (e.g., L3 → L2/L1.5 within AMS, or AMS → L1 / Service Desk / another Tower / End User self-service) across modules; coordinate day-to-day execution, monitor KPIs, coach adoption, and trigger corrective actions when needed.
• Problem Management Execution: Ensure RCA quality at team level; personally drive RCA sessions and coordinate fix execution across functional and technical workstreams (e.g., FI/CO fixes requiring ABAP development, MM/PM integration issues touching PI-PO).
• Productivity & Workload Management:



Provide real execution data to support productivity benchmarking; track daily productivity, throughput, and workload balance across all modules, consultants, and engineers.
• Demand & Backlog Management: Share capacity constraints by module; translate account priorities into sprint/backlog plans across functional and technical teams.
• Cross-Skilling & Readiness: Identify skill gaps and training needs across the SAP module landscape; coach consultants and engineers and validate readiness for new responsibilities or shift-left initiatives.
• SLA/KPI Monitoring: Monitor daily SLA risk across all modules; align daily work priorities to SLA commitments and escalate at-risk items promptly.
• Incident & Escalation Execution: Act as execution coordinator during Priority 1 (P1) / Priority 2 (P2) incidents, mobilizing the right functional (SD, FIN, HR, MM, PM, QM, LE) and technical (ABAP, PI-PO, BI/BW) resources; execute corrective actions arising from customer escalations. Required Skills & Experience
• 10+ years of professional experience in Information Technology, including at least 5 years leading SAP support/delivery teams spanning multiple functional and technical modules.
• Proven experience coordinating cross-module teams combining functional consultants (SD, FIN/FICO, HR/HCM, MM, PM, QM, LE) and technical specialists (ABAP, PI-PO, BI/BW).
• Hands-on experience driving ITIL-aligned Incident, Problem, and Change execution within SAP ECC or S/4HANA support environments.
• Experience coordinating Root Cause Analysis (RCA) execution involving both functional configuration and technical development/integration components.
• Exposure to automation and AI/GenAI-enabled support tools applied to SAP functional and technical workstreams is a plus. About HCLTech: We are HCLTech, one of the fastest-growing large tech companies in the world and home to 225,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud. The driving force behind that work,



our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be. If all this sounds like an environment you’ll thrive in, then you’re in the right place. Join us on our journey in advancing the technological world through innovation and creativity. Why Us?
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We offer
End-to-end digital transformation expertise that helps clients from strategy through execution. We work with the biggest brands, offering the opportunity to be a part of industry-leading work.
• We are invested in your growth, offering learning and career development opportunities at every level to help you find your spark.
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We offer
freedom and flexibility on the job, empowering our employees to make decisions.
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We offer
a virtual-first work environment, promoting a good work-life balance and real flexibility Our company is extremely diverse with representation of 165 nationalities.
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We offer
the opportunity to work with colleagues across the globe.
• We are a certified great place to work and a top employer in 25 countries including Romania, offering a positive work environment that values employee recognition and respect. If you have a valid disability certificate, Certificate of Disability in Force, please contact us. Among HCL's principles we would like to highlight diversity and inclusion as a strength in our values and practices. To achieve all our objectives, it intends to attract, develop, and retain different profiles, assuming diversity as a key factor and differentiator of fundamental innovation in our organization. We welcome and value all people, and we are committed to the inclusion and sense of belonging of each person who is part of HCL.
• HCL is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.

📌 SAP Track Lead (Madrid)
🏢 HCLTech
📍 Madrid