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