Overview
We are seeking an experienced SAP S/4HANA Service Management Lead to drive the design and implementation of a scalable after-sales and customer service model within an enterprise automotive environment.
This role focuses on defining and governing the end-to-end service lifecycle in S/4HANA, including service request intake, field service execution, warranty entitlement, and financial settlement. The position acts as the functional owner for service processes, working closely with business stakeholders and system integrators to ensure the solution reflects real-world service operations.
This is a functional leadership role, focused less on configuration and more on solution ownership, process design, and integration across business and IT teams.
Key Responsibilities
Service Process Ownership
- Lead the design and governance of end-to-end service processes within SAP S/4HANA Service Management.
- Define the flow from issue reporting service notification service order service execution warranty/contract entitlement billing or claim settlement.
- Ensure service processes align with operational realities of field service and after-sales operations.
Service Management Solution Design
- Own the functional design for:
- Service Notifications
- Service Orders
- Field Service Execution
- Warranty Management and Claims Processing
- Service Contracts and Entitlement Management
- Establish scalable service models supporting installed base and serialized equipment.
Installed Base & Asset Lifecycle
- Ensure correct management of:
- Installed Base
- Equipment & Serial Number tracking
- Service history
- Align service processes with asset lifecycle and maintenance strategies.
Cost Capture & Financial Integration
- Define processes for capturing:
- Labor costs
- Parts consumption
- Service expenses
- Ensure seamless integration with Billing and FI/CO for service revenue and cost settlement.
Warranty & Entitlement Management
- Design warranty entitlement logic based on:
- Contracts
- Product warranties
- Service agreements
- Support warranty claim processing and settlement.
Cross-Functional Integration
- Work closely with teams responsible for:
- SAP SD
- FI/CO
- Plant Maintenance / Asset Management
- Logistics and Spare Parts Management
- Ensure end-to-end process integration across the enterprise landscape.
Stakeholder Leadership
- Act as the functional lead between client business teams and the system integrator (SI).
- Translate business service requirements into scalable SAP solutions.
- Provide leadership in workshops, solution design, and service model definition.
Required Qualifications
- 8+ years of SAP experience , with deep expertise in SAP Service Management or Customer Service modules.
- Strong experience with SAP S/4HANA Service Management.
- Experience designing end-to-end service lifecycle processes.
- Knowledge of:
- Service Notifications
- Service Orders
- Field Service execution
- Warranty and claims management
- Service contracts and entitlement logic
- Strong understanding of Installed Base and serialized equipment management.
- Experience integrating service processes with Billing and SAP FI/CO.
- Proven experience working between business stakeholders and system integrators.
- Strong stakeholder management and solution design capabilities.
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