About the position
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
- Engage with stakeholders across:
- 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:
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
Desired Skills:
