Service Lead

Service Lead. Job Title. Service Lead: SAP Functional: Supply Chain, Asset & Operations. Purpose of the Role. The Service Lead: SAP Functional: is responsible for the operational governance, stability, supportability, and continuous improvement of assigned SAP functional capabilities across the enterprise SAP landscape. The role provides leadership over AMS operations, production support, operational readiness, service performance, and continuous improvement while partnering closely with the Service Delivery Manager (SDM), Capability Leads, Business Process Owners, SAP Functional Teams, Technical Teams, and external service providers. The Service Lead ensures that SAP Supply Chain, Asset, Maintenance, and Operations capabilities remain reliable, business aligned, and operationally ready to support critical business processes. Key Responsibilities. Operational Governance. Govern the operational health and stability of assigned SAP functional services. Ensure operational readiness for business critical processes. Monitor service performance, recurring issues, backlog, and business impact. Identify service gaps and drive improvement actions. Maintain awareness of functional dependencies, integrations, and downstream business impacts. AMS Governance. Govern AMS vendor performance for assigned SAP functional capabilities. Review SLA adherence, operational KPIs, backlog, and service quality. Drive timely resolution of operational issues with AMS partners. Challenge recurring issues and ensure corrective and preventive actions are implemented. Lead regular service reviews with AMS and relevant stakeholders. Incident & Problem Management. Lead functional service coordination during major incidents. Assess business impact and ensure appropriate functional and technical teams are engaged. Coordinate service restoration activities. Review Root Cause Analysis and corrective and preventive actions. Drive problem management and reduction of recurring incidents. Change & Release Governance. Review functional and business impacts of SAP changes and releases. Ensure appropriate functional assessment, testing, and business validation. Validate production readiness, support requirements, and recovery considerations. Support CAB reviews and production deployment governance. Ensure Knowledge Transfer and operational documentation are completed. Production Readiness. Ensure functional support readiness for projects, enhancements, releases, and major changes. Validate functional support documentation and Knowledge Transfer. Ensure AMS teams have the required knowledge and capability to support solutions. Ensure appropriate support procedures and escalation paths are established. Support post go live stabilization and hypercare. Business & Capability Partnership. Partner with Business Process Owners and Capability Leads to understand business priorities. Translate business concerns into actionable service improvements. Facilitate collaboration between Business, Capability Teams, AMS, and Technical Teams. Ensure business impact is considered when prioritizing operational issues and improvements. Continuous Improvement. Identify opportunities for automation, standardization, and process optimization. Reduce recurring incidents and operational inefficiencies. Improve AMS service quality and operational maturity. Promote knowledge sharing and reuse of proven solutions. Track improvement initiatives through measurable outcomes. Functional Capability Areas. The Service Lead should have strong functional experience in one or more of the following. SAP MM: Materials Management . SAP PP: Production Planning . SAP PM: Plant Maintenance . SAP QM: Quality Management . SAP WM / EWM: Warehouse Management / Extended Warehouse Management . SAP Ariba: Procurement and Supplier Management . Strong understanding of integrated Supply Chain, Manufacturing, Quality, Maintenance, Warehouse, and Procurement processes is preferred. Service Management. Incident Management . Problem Management . Change & Release Management . Service Level Management . Major Incident Management . Service Continuity Management . Operational Readiness . AMS / Vendor Management . Continuous Service Improvement . Experience. 8+ years of experience in SAP functional consulting, SAP application management, ERP operations, along with IT service delivery. Strong experience in one or more SAP Supply Chain, Manufacturing, Quality, Maintenance, Warehouse, or Procurement capabilities. Experience in AMS governance and production support. Experience with incident, problem, change, and release management. Experience working with Business Process Owners, Capability Teams, technology teams, and external service providers. Experience working in a global or international environment. Preferred Certifications. SAP Functional Certification . ITIL Foundation / ITIL 4 . Agile, Project Management, or Service Management certification is an advantage.