Job Summary
Job Description: SAP OTC Service Management Lead
Experience: Maximum 10–12 years
Project Type: SAP S/4HANA Greenfield Implementation
Industry: Manufacturing
Role: SAP OTC Service Management Lead
Role Overview
We are looking for an experienced SAP OTC Service Management Lead to own the design, configuration, integration, and delivery of the Order-to-Cash workstream for a greenfield SAP S/4HANA implementation for a manufacturing client. The role requires strong hands-on expertise in SAP SD/OTC processes, service management scenarios, stakeholder engagement, and cross-functional integration with Finance, Materials Management, Production, Warehouse, and Logistics teams.
Key Responsibilities
Lead the end-to-end SAP OTC workstream for a greenfield SAP S/4HANA implementation.
Conduct business process workshops, requirement gathering, fit-gap analysis, solution design, configuration, testing, and deployment activities.
Design and configure core OTC processes including sales order management, pricing, availability check, delivery, billing, credit management, returns, and customer master/business partner processes.
Lead service management-related OTC processes such as service order integration, warranty, repairs, returns, field service billing, spare parts sales, and service contract-related billing, where applicable.
Ensure seamless integration of OTC with SAP FI/CO, MM, PP, WM/EWM, TM, QM, and third-party systems.
Prepare and review functional specifications for enhancements, reports, interfaces, conversions, forms, and workflows.
Drive solution standardization and adoption of SAP best practices suitable for a manufacturing environment.
Support data migration strategy for customers, pricing, open sales orders, contracts, credit data, and related OTC master data.
Plan and support unit testing, system integration testing, user acceptance testing, defect resolution, cutover, go-live, and hypercare.
Coordinate with business users, project managers, technical teams, and offshore delivery teams to ensure timely delivery.
Key Responsibilities
Required Skills and Experience
10–12 years of overall SAP SD/OTC experience, preferably with exposure to SAP S/4HANA implementations.
At least 2 full-cycle SAP implementation projects, with preference for greenfield SAP S/4HANA implementation experience.
Strong hands-on configuration knowledge in order management, pricing, shipping, billing, credit management, output management, item categories, schedule lines, copy controls, and partner determination.
Good understanding of service management processes and their integration with OTC, including service contracts, repairs, warranty, returns, spare parts, and service billing.
Strong knowledge of manufacturing business processes such as make-to-order, make-to-stock, intercompany sales, third-party sales, consignment, stock transfer, and returns processing.
Experience in integration with FI/CO, MM, PP, WM/EWM, TM, QM, and tax/localization solutions.
Exposure to EDI, IDoc, API, and third-party integrations for customer orders, deliveries, invoices, logistics, and service processes.
Ability to write functional specifications and work closely with ABAP, integration, data migration, and testing teams.
Strong understanding of SAP Activate methodology, fit-to-standard approach, and project lifecycle deliverables.
Excellent communication, stakeholder management, team coordination, analytical, and problem-solving skills.
Educational Qualification
Bachelor’s degree in Engineering, Computer Science, Information Technology, Business Administration, Finance, Supply Chain, or a related discipline. SAP S/4HANA certification or SAP SD certification will be an added advantage.
Preferred / Good-to-Have Capabilities
Experience in SAP S/4HANA manufacturing sector implementations.
Knowledge of Advanced ATP, Fiori applications, BRF+, flexible workflow, and output management in SAP S/4HANA.
Exposure to SAP Service Management, Customer Service, Field Service Management, or Service Cloud integration.
Experience with variant configuration, configurable products, or complex pricing for manufacturing clients.
Understanding of global template design, localization, rollout strategy, and change management.
Ideal Candidate Profile
The ideal candidate should be a hands-on SAP OTC lead with strong functional consulting experience, proven greenfield implementation exposure, and the ability to independently drive workshops, solution design, configuration, testing, cutover, and go-live support. The candidate should be comfortable working with manufacturing business stakeholders and should be capable of translating business requirements into scalable SAP S/4HANA solutions.