SAP Application Service Management Lead

The Service Management Specialist – SAP S/4HANA Material Management (MM) is responsible for the operational support, service delivery, and continuous improvement of material management processes within the SAP S/4HANA environment. This role ensures that procurement, inventory management, and supply chain operations are supported by stable, efficient, and scalable services aligned with business objectives. The specialist works closely with IT, supply chain, and business stakeholders to maintain high system availability and optimize end-to-end material flows.

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

• Coordinate root cause analysis for system or process failures and implement corrective/preventive actions. 

• Support configuration and enhancement activities within SAP S/4HANA MM (e.g., , inventory management, material master data) and oversee transport management 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.

Qualifications:

• 12+ years of overall IT experience 

• 5+ years of relevant SAP production support experience, specifically in managing SAP S4 HANA projects.

• Experience in managing diversified teams working across the globe with Onsite and Offshore model.

• Knowledge of production support industry trends, their impact on business strategies, and SAP’s strategy and service delivery management.

• Good understanding of SAP MM/MI, functional and/or technical SAP application knowledge with strong technical and business acumen.

• Strong acumen to understand the business needs and ability to manage services in a very dynamic environment

• Experience with ITSM tools such as ServiceNow or equivalent.

Preferred Skills:

• Experience with S/4HANA migration or transformation projects.
• Understanding of ABAP debugging and enhancements.
• Experience with integration technologies (IDocs, APIs, EDI).
• Exposure to automation tools and reporting platforms 
• ITIL certification and/or SAP certification in MM.
• Ability to perform under pressure in a production support environment