SAP Support Specialist

PURVIEW; Greater London; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading consultancy firm is seeking a SAP Callidus Support Lead. This hybrid role requires significant experience in SAP Commissions and leadership in production support teams. The successful candidate will manage application stability, ensure SLA adherence, and lead process improvement efforts. Key responsibilities include incident management, data operations, and stakeholder communication. Ideal applicants have a robust background in SAP Callidus configuration and strong analytical skills with SQL/Excel.

Qualifications

• 8–12 years of experience with at least 5 years in SAP Commissions/Callidus and 2 years leading support teams.
• Hands-on expertise in SAP Commissions configuration and production support experience.
• Strong analytical skills with SQL/Excel for data analysis and reconciliation.

Responsibilities

• Lead on-site application support for SAP Callidus.
• Drive incident, problem management, and ensure SLA adherence.
• Plan and execute configuration changes and manage releases.

Skills

SAP Commissions (Callidus) configuration

L2/L3 production support

Data operations proficiency

Integration knowledge with CRM/ERP

Service management and governance

Stakeholder management

Analytical skills with SQL/Excel

Team leadership

Job description

Role: SAP Callidus (SAP Commissions) Support Lead

Location: Reading, UK - Hybrid

Job Type: Contract - Inside IR35

Note: No Sponsorship

Job Title:

SAP Callidus (SAP Commissions) Support Lead

Experience:

8–12 Years (with at least 5+ years in SAP Commissions/Callidus and 2+ years leading L2/L3 support teams)

Job Description:

Lead on-site application support for SAP Callidus (SAP Commissions) as the single point of accountability for incident, problem, and change management. Own day-to-day stability of commissions operations—including data loads (EIM), crediting and compensation calculations, payee management, pipeline monitoring, and release readiness—while collaborating closely with Business (Sales Ops/Finance), IT, and SAP product support. Ensure SLA/OLA adherence, audit readiness, and continuous improvement of processes, tooling, and knowledge assets for a business-critical incentive compensation platform.

Key Responsibilities:

• Service Operations: Lead daily stand-ups for production support, manage queues (e.g., ServiceNow/Jira), and maintain MTTR/FTR within agreed SLAs.
• Incident & Problem Management: Drive end-to-end triage, RCAs, corrective actions, and problem records for recurring issues; publish incident communications.
• Change & Release Management: Plan and execute configuration changes, patches, and releases; maintain regression test suites and UAT coordination; obtain CAB approvals.
• Application Configuration: Maintain plans, rules, rate tables, calendars, roles/partitions, and position/payee hierarchies; ensure version control and documentation.
• Data & Integration Operations: Own EIM loads, validations, and reconciliations; monitor pipelines/schedulers; coordinate fixes across CRM/ERP/iPaaS teams.
• Payout Accuracy & Period Close: Run/monitor calculations, validate results with Finance/Sales Ops, manage disputes/adjustments, and sign-off for payroll integration.
• Performance & Stability: Track and remediate long-running jobs, bottlenecks, and data quality defects; recommend design optimizations.
• Governance & Reporting: Provide weekly/monthly service reports (SLA/OLA, incident trends, backlog, risk/issues, improvement actions); maintain SOPs and runbooks.
• Security & Compliance: Enforce access controls, segregation of duties, and audit evidence; support internal/external audits with complete documentation.
• Stakeholder & Vendor Management: Coordinate with SAP Support and implementation partners; manage priorities, escalations, and communications with business sponsors.
• Team Leadership & KT: Coach support analysts, plan shifts/on-call rotations, and maintain a robust knowledge base for faster resolution.
• Continuous Improvement: Identify automation opportunities, enhance monitoring/alerting, and drive post-incident reviews for sustained reliability.

Must Have Skills:

• Hands‑on expertise in SAP Commissions (Callidus) configuration: crediting, compensation rules, plans, rate tables, calendars, positions/payees, and security (roles/partitions).
• Strong L2/L3 production support experience: incident triage, root‑cause analysis (RCA), defect resolution, workarounds, and communication management.
• Data operations proficiency: EIM templates, data validations, reconciliation, pipeline/job scheduler monitoring, and performance tuning.
• Integration knowledge with CRM/ERP and ETL/iPaaS (e.g., Salesforce/CRM, SAP, SAP CPI/Informatica); ability to read and troubleshoot interface files and APIs.
• Service management and governance: ITIL processes for Incident/Problem/Change, CAB readiness, release/hotfix planning, and regression testing.
• Stakeholder management and communication: working with Sales Operations, Finance, HR, and cross‑functional IT teams; creating status reports and runbooks.
• Analytical skills with SQL/Excel for data analysis, variance checks, payout reconciliations, and audit evidence preparation.
• Team leadership: mentoring L1/L2 analysts, workload prioritization, shift/on‑call planning, and knowledge base development.