SAP Service Transformation (Customer Service) Senior Manager

PwC; Birmingham; On-site; GBP 90,000 - 130,000; Full time

Job summary

PwC is seeking a Senior Manager to lead SAP Customer Service transformation programmes across multi‑national SAP S/4HANA implementations. You will partner with Service, Operations, Customer Experience, Commercial and Finance leaders to modernise service operations and deliver lasting value.

Join a growing SAP Service Transformation practice within PwC, shaping strategy, solution design and business change. Travel up to 60% is expected for client engagements.

Qualifications

• Experience leading SAP Customer Service transformation programmes.
• Ability to translate service strategies into practical SAP-enabled solutions.
• Strong collaboration with cross-functional teams and data/AI partners.

Responsibilities

• Lead SAP Customer Service / Service Transformation workstreams across complex SAP S/4HANA programmes.
• 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.
• Own the design of key service integration points across SAP modules including SD, MM, EWM/WM, Finance, Asset Management/PM, Field Service and customer engagement platforms.
• Facilitate business design workshops, translating service strategies into scalable SAP solutions.
• Lead service master data design activities with data owners to define data ownership and cleansing rules.
• Collaborate across functional, Data and AI teams to deliver integrated transformation outcomes.
• Help clients unlock the value of SAP Business AI, Joule and intelligent technologies to improve service delivery.
• Support strategic pursuits through discovery workshops, proposals and executive presentations.
• Coach consultants while helping grow PwC’s SAP Service Transformation capability.

Skills

Accepting Feedback

ABAP

Analytical Thinking

Business Transformation

Coaching and Feedback

Communication

Creativity

Design Automation

Embracing Change

Emotional Regulation

Empathy

Inclusion

Influence

Intellectual Curiosity

Learning Agility

Optimism

Process Improvement

Process Optimization

Professional Courage

Rapid Experimentation

Relationship Building

SAP Analytics Cloud

SAP Fiori

Tools

SAP Analytics Cloud

SAP Fiori

Job description

Line of Service

Advisory

Industry/Sector

Technology

Specialism

SAP

Management Level

Senior Manager

Job Description & Summary

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.

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required:

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Optional Skills

Accepting Feedback, Accepting Feedback, Active Listening, Advanced Business Application Programming (ABAP), Analytical Thinking, Business Transformation, Coaching and Feedback, Communication, Creativity, Design Automation, Embracing Change, Emotional Regulation, Empathy, Inclusion, Influence, Intellectual Curiosity, Learning Agility, Optimism, Process Improvement, Process Optimization, Professional Courage, Rapid Experimentation, Relationship Building, SAP Analytics Cloud, SAP Fiori {+ 8 more}

Desired Languages (if blank, desired languages not specified)

Travel Requirements

Up to 60%

Available for Work Visa Sponsorship?

Yes

Government Clearance Required?

No