Role: SAP Order-to-Cash (OTC) Lead
Location: Dallas, TX(Onsite)
Duration: 6+ Months(C2H) Need independent candidates
Role Summary
We are seeking a Lead SAP Order-to-Cash (OTC) Consultant to own the OTC support workstream and serve as the senior point of escalation for our SAP environment. This is a support-focused leadership role: you will lead incident resolution, problem management, and continuous improvement across the full OTC lifecycle (order management, pricing, delivery, billing, credit, and revenue), while mentoring a team of support analysts and partnering closely with business stakeholders. The ideal candidate combines deep SAP SD/OTC configuration expertise with proven experience running production support in an SLA-driven environment.
Key Responsibilities
Production Support & Service Delivery
- Own the OTC support queue end-to-end: triage, prioritize, and resolve incidents and service requests within agreed SLAs.
- Act as the senior escalation point (L3) for complex OTC issues spanning sales orders, deliveries, billing, pricing, output, credit management, and intercompany processes.
- Lead root cause analysis and problem management to permanently eliminate recurring incidents.
- Manage major incidents through to resolution, coordinating cross-functional teams (SD, MM, Integration with FI, BTP Integration Suite, ABAP, Basis, Integration with Application Systems like Salesforce Cloud , Data Management, Custom Applications) and communicating clearly with business and IT leadership.
- Oversee the support backlog, monitor KPIs (SLA attainment, ticket aging, recurrence), and report on service health.
Configuration & Enhancements
- Perform hands-on SAP SD/OTC configuration changes, break-fixes, and small enhancements following change management standards.
- Translate business requirements into functional specifications for ABAP developers; review and validate technical solutions.
- Test and validate fixes and enhancements; manage transports across the N+1 landscape with Retrofit
- Support integration points with FI/CO, MM, EDI/IDocs, and third-party/output systems with prior experience with PI/PO or BTP IS.
Leadership & Stakeholder Management
- Lead, mentor, and develop a team of OTC support analysts; manage workload allocation and on-call/shift coverage.
- Serve as the primary liaison between the business and the support organization for all OTC matters.
- Drive continuous improvement initiatives, automation, and knowledge-base development to reduce ticket volume.
- Contribute to release planning, regression testing, and the readiness of OTC for system changes and upgrades.
Required Qualifications
- 7+ years of SAP SD/OTC functional experience, including a strong track record in production/application support (AMS).
- Deep, hands-on configuration expertise across the OTC process: order management, pricing & conditions, deliveries, shipping, billing, credit management, and account determination.
- Proven experience working in an SLA-driven support model (incident, problem, and change management ITIL principles).
- Strong understanding of OTC integration with FI (account determination, revenue posting) and MM.
- Experience writing functional specifications and working with ABAP developers; ability to read debug output and interpret IDocs.
- Demonstrated experience leading or mentoring a support team and managing stakeholder relationships.
- Excellent analytical, communication, and problem-solving skills.
Preferred Qualifications
- Experience with SAP S/4HANA OTC (Sales / Billing) and migration from SAP ECC.
- Experience with ALE/EDI, output management (including BRF+/Adobe Forms), and interface monitoring.
- Familiarity with ticketing/ITSM platforms (ServiceNow, EasyVista).
- SAP SD certification and/or ITIL certification.
What Success Looks Like
- OTC incidents and requests consistently resolved within SLA, with a declining trend in recurring issues.
- A well-documented, cross-trained support team and a maturing knowledge base.
- Business stakeholders confident in the stability and responsiveness of the OTC platform.
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