Job Summary :

We are seeking a highly experienced and expert Principal SAP S/4HANA Service Management Consultant with a strong background in SAP CRM Service Management.

This role requires a minimum of 10+ years of SAP experience, with a mandatory focus on the customer service processes now incorporated into SAP S/4HANA for Customer Management (S4/Service Management).

The Consultant will be a leader in designing, implementing, and optimizing solutions covering the full service lifecycle, from notification and resource planning to contract management, billing, and reporting, ensuring seamless execution within the S/4HANA environment.

Core Responsibilities :

Service Order Management & Execution :

- Design and configure the process for the creation and tracking of notifications for customer complaints, service requests, and detected problems within S/4HANA Service Management.

- Implement functionality to prioritize and classify notifications for efficient management and dispatching.

- Configure and manage service orders (or service requests) to effectively plan and execute service interventions, including the tracking of status, resources utilized, and associated costs.

- Monitoring of stock movements and replenishment levels required for service execution, ensuring integration with Inventory Management.

Service Planning and Resource Management:

- Design and configure on-site intervention planning, including the management of service technicians, equipment, and scheduling via resource-related tools.

- Implement real-time tracking of interventions and the necessary functionality to dynamically adjust schedules and resource allocation if necessary.

- Demonstrate knowledge on the integration of CS (Customer Service) and PM (Plant Maintenance) modules for a holistic approach to service execution.

Contracts, Billing, and Financial Integration :

- Lead the creation and management of service contracts, including configuration of pricing conditions, SLAs (Service Level Agreements), and billing terms.

- Configure monitoring processes for contract compliance and the automated management of renewals.

- Design and configure billing management for services rendered, including the generation of invoices based on interventions, fixed fees, and parts used.

- Ensure seamless integration with SAP FI (Financial Accounting) for payment processing, accounts receivable management, and revenue recognition.

Reporting and Analysis :

- Configure reporting and analysis tools within S/4HANA to effectively monitor service performance against defined KPIs and SLAs.

- Enable the generation of customized reports to provide actionable insights to management.

Required Skills & Qualifications :

Experience: Minimum 10+ years of progressive experience in SAP.

S/4HANA Service Management: Mandatory experience working on S/4HANA and specifically within the Service Management in SAP S/4HANA for Customer Management functionality.

Former CRM Service Expertise: Proven experience with the erstwhile SAP CRM Service module that handled customer service interactions, case management, and service scheduling.

Process Expertise: Deep functional expertise in configuring and implementing the entire customer service process lifecycle (Notifications, Service Orders, Resource Planning, Contracts, and Billing).

Integration Knowledge: Strong understanding of technical and functional integration between S4/Service Management and SAP FI/SD/MM.

Communication: Excellent communication, stakeholder management, and consulting skills.

Preferred Skills :

FIORI : Exposure to SAP Fiori interfaces for service-related applications and user experience enhancement is highly valued.

Resource Scheduling : Experience with advanced resource scheduling solutions integrated with SAP Service Management.

Notice Period : Immediate - 15 days

Contract : Long-term Contract

Work Arrangement : Hybrid Mode - PAN INDIA

Minimum Experience : 10+ Years