SAP Service Management Lead

Position: SAP Application Service Management Lead
The Management Specialist - SAP S/4

HANA is responsible for the operational support, service delivery, and continuous improvement of material management processes within the SAP S/4

HANA environment. The specialist we are seeking is an experienced SAP Production Support Analyst with a strong background in business processes within MRP, Plan Production and Scheduling, MIM . The ideal candidate will be responsible for providing end-to-end production support, resolving incidents, and enhancing system performance while working closely with business stakeholders to ensure smooth supply chain operations.

This role is critical to maintaining the reliability of our SAP MMP ecosystem, which directly impacts core business operations such as Planning/Scheduling, Production Planning and Inventory .

The Management Specialist - SAP S/4

HANA is responsible for the operational support, service delivery, and continuous improvement of material management processes within the SAP S/4

HANA environment. The specialist we are seeking is an experienced SAP Production Support Analyst with a strong background in business processes within MRP, Plan Production and Scheduling, MIM . The ideal candidate will be responsible for providing end-to-end production support, resolving incidents, and enhancing system performance while working closely with business stakeholders to ensure smooth supply chain operations. This role is critical to maintaining the reliability of our SAP MMP ecosystem, which directly impacts core business operations such as Material Management, Order fulfillment , logistics movement result posting & financial updating efficiency.

Key Responsibilities:

* Serve as the primary point of contact for Incident Management, Request Management, Problem Management and Event management, Operational Metrics and Knowledge Management for Material Management functions

* Develop and implement processes aligned with enterprise processes for incident/problem management, support knowledge management, metrics reporting and business continuity plans

* Support ad-hoc governance related to internal/external audits associated with ongoing MMP production support by way of executing available reports or reporting status on incidents or problem tickets

* Demonstrate strong problem-solving skills and provide production support to business with primary focus oriented towards ensuring business continuity, enabling efficient solutions, providing utmost customer satisfaction, and meeting SLAs

* Develop and update plans to monitor the system and scheduled jobs and collaborate with technical and functional teams to plan for and implement alerting in the system for breaches

* Monitor and support key business processes and Coordinate root cause analysis for system or process failures and implement corrective/preventive actions.

* Support configuration and enhancement activities within SAP S/4

HANA (e.g. Management Bill of Material (BOM) , Bill of Process (BOP), Material Requirements Planning (MRP), Manage Inventory, Manage Receiving, Supplier Releases and material master data) and ensure proper documentation and testing of changes.

* Continuously improve the performance of the L2 team thru efficiencies and automations where applicable. Review and adapt industry trends to standardize processes and tools used for L2 support

* Collaborate with other Product teams across the program to align with ITSM process, stakeholder management, cross-team collaboration, and synchronization of effort to drive L2 support

* Measure and report appropriate performance metrics for incident management including MTTx and SLA metrics

* Support Hyper care, audits, compliance requirements, and system controls related to MMP operations.

Key Responsibilities:

* Serve as the primary point of contact for Incident Management, Request Management, Problem Management and Event management, Operational Metrics and Knowledge Management for Material Management functions

* Develop and implement processes aligned with enterprise processes for incident/problem management, support knowledge management, metrics reporting and business continuity plans

* Support ad-hoc governance related to…