SAP Support Manager

SUMMARY:
We are seeking an experienced SAP Support Manager to lead and stabilise its SAP support environment.

POSITION INFO:

We are seeking an experienced SAP Support Manager to lead and stabilise its SAP support environment across SD and MM, with a strong focus on Procure-to-Pay (P2P) and Order-to-Cash (O2C) processes.

This role will manage a team of Business Analysts and Functional Analysts, ensuring high-quality support, rapid issue resolution, and continuous improvement of SAP-enabled business processes.

A key focus area will be hands-on troubleshooting of integration issues (including iDocs) and ensuring end-to-end process continuity across retail operations.

Key Responsibilities

Team Leadership & Delivery

• Lead and manage a team of Business Analysts and SAP Functional Analysts

• Provide guidance, mentorship and performance management
• Ensure consistent BA and support delivery standards across the team
• Act as the escalation point for complex functional and process issues

SAP Support & Operations

• Own and manage day-to-day SAP support operations across:
• SAP SD (Sales & Distribution)
• SAP MM (Materials Management)

• Ensure system stability, availability and performance across core business processes
• Manage and prioritise incidents, service requests and problem resolution

Process Ownership (End-to-End)

• Ensure integrity and optimisation of:
• Procure-to-Pay (P2P) processes
• Order-to-Cash (O2C) processes

• Drive continuous improvement initiatives across supply chain, procurement and sales processes
• Work closely with business stakeholders to resolve process bottlenecks and inefficiencies

Integration & iDoc Management (Critical)

• Diagnose and resolve iDoc failures and integration issues across SAP and external systems

• Monitor and manage interfaces, data flows and system integrations
• Work with technical teams to ensure robust, scalable integration solutions
• Implement proactive monitoring and prevention mechanisms for recurring issues

Stakeholder Engagement

• Act as a key interface between business, IT and support teams
• Retail operations

• Engage with stakeholders across:

• Supply chain
• Finance
• Translate business issues into functional and process solutions

Governance & Continuous Improvement

• Establish and enforce support governance frameworks, SLAs and KPIs

• Drive root cause analysis and problem management practices
• Ensure documentation, knowledge management and support processes are maintained
• Identify opportunities for automation and optimisation within SAP processes

Required Experience

• 8–10+ years SAP experience, with strong functional expertise

• Proven experience in a SAP support / application management / operations leadership role
• Demonstrated experience managing BA and/or Functional Analyst teams
• Strong background in retail or FMCG environments (highly preferred)

SAP & Functional Expertise (Critical)

• Deep hands-on experience in:
• SAP SD (Sales & Distribution)
• SAP MM (Materials Management)
• Procure-to-Pay (P2P)
• Order-to-Cash (O2C)
• iDocs (monitoring, troubleshooting, reprocessing)
• SAP integrations and interfaces

• Strong working knowledge of:

• Solid experience with:

Key Skills

• Strong problem-solving and troubleshooting capability (especially integration issues)
• Hands-on functional level
• Strategic leadership level

• Ability to operate at both:

• Excellent stakeholder management and communication skills
• Strong process thinking and business understanding
• Experience working in Agile / hybrid environments

Ideal Candidate Profile

• A hands-on SAP leader who can both:
• Manage teams
• Dive into issues when needed

• Strong understanding of end-to-end retail processes
• Comfortable operating in a high-volume, fast-paced support environment
• Able to bridge business needs and SAP system behaviour

Nice to Have

• Experience with SAP S/4HANA environments

• Exposure to SAP integration tools / middleware
• ITIL or service management experience

Experience with process optimisation / continuous improvement framework