Notice Period : 0 to 45 days
Experience Required : 5-7 years
Location : Bengaluru
Responsibilities
Service Business
As the Process Manager, you will be responsible for establishing global process standards, driving system and process improvements, coordinating delivery with internal teams and external partners, and supporting global rollouts and user enablement initiatives.
Key Responsibilities
- Define, document, and maintain
global Field Service business processes
including planning, dispatching, workforce management, mobile execution, service confirmations, parts consumption, time and material capture, and service-to-billing workflows. - Translate business requirements into clear and structured
user stories
, specifications, and acceptance criteria
, aligned with stakeholders and product owners. - Design and validate solution concepts within SAP FSM and its
integrated systems
(S/4HANA CS/SD, C4C, Asset Manager), ensuring consistency, scalability, and data integrity. - Coordinate system configuration and development activities with internal and external stakeholders; perform
quality reviews
, manage defects, and lead testing efforts (SIT/UAT
). - Perform or supervise configuration tasks within FSM such as:
- Planning board setup
- Dispatching rules
- Mobile settings
- Skills and territory management
- Service workflows and Smartforms (checklists)
- Develop and maintain comprehensive
process and solution documentation
(process maps, config documentation, work instructions, runbooks, knowledge base articles). - Support and/or lead
global rollout initiatives
, including localization assessments, cutover planning, data templates, and user training. - Provide
2nd and 3rd level support
for FSM and its integrated processes; perform root cause analysis and drive continuous improvement
. - Monitor key Field Service KPIs (e.g., dispatch efficiency, SLA compliance, first-time fix rate, technician utilization, mobile adoption) and implement corrective actions as needed.
- Ensure compliance with internal standards, IT security, and quality frameworks; proactively identify and mitigate risks.
Qualifications & Skills
- Bachelor's degree in
Business Informatics, Computer Science, Engineering
, Business Administration, or equivalent professional experience. - Proven hands-on experience in
SAP FSM process design and configuration
, including planning board, dispatching, mobile setup, workflows, checklists, and master data (skills, resources, territories). - Strong knowledge of
end-to-end Field Service processes
, especially their downstream impact in SAP S/4HANA CS/SD
, such as service confirmations, time/material postings, and order-to-bill. - Experience translating business needs into structured requirements and managing
SIT/UAT
processes with business users. - Demonstrated ability to coordinate with external vendors, validate deliverables, and conduct configuration quality checks and system testing.
- Fluent in
English (business level)
with strong stakeholder engagement and communication skills in a global, cross-functional environment.
Preferred Skills
- Solid understanding of
FSMS/4HANAC4CAsset Manager
integrations, including exposure to SAP BTP
/CPI-based interfaces
. - Experience in
mobile field service execution
, including offline capabilities and technician device management. - Familiarity with
service contracts, warranties, entitlements
, and pricing models
in SAP S/4HANA and C4C. - Strong grasp of
master data and data quality management
for service-related objects (equipment, I-Base, skills, technicians, spare parts). - Proficient in
Jira, Confluence
, and SAP Solution Manager
or SAP Cloud ALM
for managing requirements, test cases, and change control. - Relevant
SAP certifications
(e.g., SAP FSM, SAP Service Cloud, S/4HANA Service) are a plus.