SAP CX/CRM & S/4HANA Service Consultant

Job Description SAP CX/CRM & S/4HANA Service Consultant | Senior Lead Positions Experience Implementations SAP CX/CRM & S/4HANA Service Consultant 12+ Years (Senior / Lead)Minimum 3 End-to-End SAP S/4HANA or CRM ImplementationsROLE 1 — SAP CX/CRM & S/4HANA Service ConsultantROLE OVERVIEWWe are seeking a Senior SAP CX/CRM & S/4HANA Service Consultant with 12+ years of hands-on experience in large-scale SAP CRM, and S/4HANA Service implementations, preferably in Utilities or Government sectors.The role focuses on end-to-end conversion of SAP C4C and legacy CRM landscapes to S/4HANA Service Management, covering service processes, SLA configuration, integration middleware, and data migration.The candidate will work closely with business stakeholders, technical architects, and integration teams to deliver high-quality SAP S/4HANA Service solutions aligned with digital transformation objectives.TECHNOLOGY LANDSCAPE & TOOLING

• Source Systems: SAP C4C (Cloud for Customer), SAP CRM 7.x (on-premise), SAP S/4HANA Service
• Target System: SAP S/4HANA (Service Management, Plant Maintenance integration)
• Integration Middleware: SAP CPI (Cloud Platform Integration), SOAP/REST APIs, BTP Integration SuiteKEY RESPONSIBILITIES
• Lead end-to-end conversion and SAP CRM service processes to SAP S/4HANA Service Management, covering service orders, service contracts, complaints and returns, and warranty management
• Configure and validate S/4HANA Service Management components: SLA profiles, response profiles, BRF+ escalation rules, service level agreements, and condition contracts aligned with business requirements
• Author Business Blueprint (BBP) documents and functional specifications (RICEF) for conversions, enhancements, and interfaces; conduct fit-gap analysis workshops with business stakeholders
• Manage User Acceptance Testing (UAT), defect tracking, hyper-care stabilisation, and post-go-live support; coordinate with ABAP development teams on enhancements and issue resolution
• Support change management, end-user training, and knowledge transfer; maintain traceability from business requirements through configuration to test evidenceREQUIRED SKILLS & QUALIFICATIONSCore Requirements
• Experience: 12+ years of SAP CRM/CX delivery with a minimum of three end-to-end S/4HANA or CRM implementations, preferably in Utilities or Government sectors
• Hands-on S/4HANA Service Management configuration: service orders and quotations, service contracts, SLA / response profiles, BRF+ decision tables for escalation, installed base management, and warranty processing
• Functional specification authoring: BBP documentation, RICEF inventory (Reports, Interfaces, Conversions, Enhancements, Forms), fit-gap analysis, and solution design sign-off Functional & Domain Expertise
• Utilities sector experience preferred: familiarity with new connections, field service, meter-to-cash, and customer interaction processes in SAP IS-U / CRM-ISU environments
• Understanding of S/4HANA Service integration with Plant Maintenance (PM), Materials Management (MM), and Financial Accounting (FI/CO) for end-to-end service-to-cash scenarios
• Exposure to SAP Activate methodology: Discover, Prepare, Explore, Realize, Deploy, and Run phases including sprint planning, backlog management, and go-live readiness reviews Soft Skills & Education
• Strong stakeholder management and workshop facilitation; ability to translate business requirements into functional and technical specifications
• Structured documentation and knowledge transfer: configuration workbooks, test scripts, training materials, and cutover runbooks
• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field HIGHLY RECOMMENDED
• Prior project experience in large government digitalisation programmes involving SAP CRM/C4C-to S/4HANA conversion
• Knowledge of SAP Solution Manager / ALM for test management, change request management, and transport tracking in large-scale S/4HANA programmes
• Certifications: SAP Certified Application Associate – Service Management with SAP S/4HANA; SAP C4C Service