SAP Customer Service Lead

12 month contract | Remote, India based | Start ASAP

A senior SAP Customer Service specialist is needed to lead the service systems workstream on a regional customer support consolidation programme in the healthcare technology sector.

The organisation is moving from a fragmented, country by country service model into a single centralised support hub covering multiple APAC markets. You'll be the subject matter authority for SAP CS across that transition, owning the process design and making sure service continuity holds through each country migration.

What the role covers

You'll lead the design and harmonisation of service processes across the hub, spanning case management, service notifications, service orders, complaints, returns and repairs, and field service dispatch. You'll advise on architecture and design decisions, and act as the link between local affiliate operations, global support functions and the platform teams behind contact centre, field service and online support.

A significant part of this is the migration itself.



You'll manage the shadowing and hypercare phases as each market transfers into the hub, so the ability to keep operations secure while processes are changing underneath you matters as much as the configuration knowledge.

Alongside that you'll own user access and role management for the service teams, work with infrastructure colleagues on secure data flows and telephony integration from inbound call through to dispatch, and build the training and knowledge materials that field service engineers and agents will work from.

There's also an innovation element. The programme is introducing GenAI tooling into service operations, covering areas such as agent assist, automated call summarisation and chatbots, and this role is expected to define the use cases and drive adoption on the ground.

What we're looking for

Ten to fifteen years in SAP Customer Service with at least two full lifecycle implementations behin

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