SAP Service Transformation (Customer Service) Senior Manager

About The Role

Shape the future of business transformation with PwC

Business transformation is evolving faster than ever. AI, automation and intelligent technologies are reshaping how organisations operate, and clients are looking for trusted advisors who can combine deep SAP expertise with consulting, business change and innovation to deliver lasting outcomes.

About The Role

Shape the future of business transformation with PwC

Business transformation is evolving faster than ever. AI, automation and intelligent technologies are reshaping how organisations operate, and clients are looking for trusted advisors who can combine deep SAP expertise with consulting, business change and innovation to deliver lasting outcomes.
At PwC, we're growing one of the leading SAP consulting practices in our global network. Our multidisciplinary teams bring together deep SAP expertise across Finance, Supply Chain, Human Capital and Business Change, complemented by Data, AI and Cloud capabilities, working alongside specialists from across PwC to help clients deliver complex business transformation programmes.
Our team partners with some of the world’s leading organisations to deliver complex, multinational SAP transformation programmes spanning Finance, Supply Chain, Human Capital and business adoption. We work across the full transformation lifecycle, from strategy and business case through solution design, implementation and business adoption, helping clients realise long-term value from their SAP investments.
As our practice continues to grow, we're looking for people who want more than simply delivering projects. We're proud of the collaborative culture we're building - one where people are encouraged to share ideas, challenge thinking, develop others and succeed together. We're looking for leaders who enjoy solving clients' most complex business challenges, building trusted client relationships, developing high‑performing teams and shaping the future of our practice.
Our people have the opportunity to lead major transformation programmes, influence the future of our practice and develop long‑term relationships with some of the world's leading organisations. We're looking for people who want to help build one of the market's leading SAP consulting practices...not simply join one.
Whether you're leading a global transformation programme, developing the next generation of consultants, shaping a major client pursuit or bringing innovative SAP and AI‑enabled solutions to clients, you'll have the opportunity to make a genuine impact from day one.
If you're looking for a career where you can combine deep SAP expertise with leadership, innovation and business transformation, we'd love to hear from you.

What Your Days Will Look Like

• Lead SAP Customer Service / Service Transformation workstreams across complex SAP S/4HANA programmes, partnering with Service, Operations, Customer Experience, Commercial and Finance leaders to modernise service operations and improve customer outcomes.
• Design integrated service solutions across service request management, service orders, installed base, equipment, service contracts, warranty management, repairs, returns, spare parts, field service, service confirmation and service billing, aligned to SAP best practice and clean-core architecture principles.
• Own the design of key service integration points across SAP Service, SD, MM, EWM/WM, Finance, Asset Management/PM, Field Service and customer engagement platforms, including spare parts fulfilment, returns, repair logistics, warranty claims, service billing, revenue postings and customer communications.
• Facilitate business design workshops, translating service strategies into scalable SAP solutions.
• Lead service master data design activities, working closely with business data owners and the Data stream to define data ownership, standards, cleansing rules, enrichment requirements and validation approach across customer service, installed base, warranty, contract and field service processes.
• Collaborate across functional, Business Change, Data and AI teams to deliver integrated transformation outcomes across service operations.
• Help clients unlock the value of SAP Business AI, Joule and intelligent technologies to improve service delivery, workforce productivity and customer satisfaction.
• Support strategic pursuits through discovery workshops, solution shaping, proposals and executive presentations.
• Coach consultants whilst helping shape the continued growth of PwC's SAP Service Transformation capability.

The Role Is For You If

• You have led multiple end-to-end SAP Customer Service transformation programmes.
• You have deep functional expertise across service request management, service orders, installed base, equipment, service contracts, warranty management, repairs, returns, spare parts, field service, service confirmation and service billing.
• You can facilitate fit-to-standard design discussions, challenge unnecessary customisation and translate service, customer experience and operational requirements into practical SAP-enabled solutions.
• You understand the master data dependencies that enable effective service delivery.
• You understand SAP's latest Service innovations, including SAP Business AI, Joule and clean-core architecture.
• You build trusted relationships with Service, Operations and Customer Experience leaders.
• You enjoy leading multidisciplinary teams and developing future consultants.
• You have experience supporting business development through discovery engagements, proposals and executive presentations.
• You're passionate about helping clients transform service operations through technology and innovation.

What You’ll Receive From Us

No matter where you may be in your career or personal life, our benefits are designed to add value and support, recognising and rewarding you fairly for your contributions. We offer a range of benefits including empowered flexibility and a working week split between office, home and client site; private medical cover and 24/7 access to a qualified virtual GP; six volunteering days a year and much more.

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