Service Lead

Merck Group; Bengaluru; On-site; INR 2,500,000 - 4,500,000; Full time

Job summary

Merck Group seeks an experienced SAP Services lead to own stability, governance, and continuous improvement across SAP Supply Chain, Asset, and Operations. You will manage AMS governance, monitor KPIs and SLAs, and coordinate major incidents with partners and internal teams.

You will drive production readiness for SAP-enabled processes, collaborate with process owners and external vendors, and identify automation opportunities to raise operational maturity in a global setting.

Qualifications

• Minimum 8 years in SAP functional consulting or IT service delivery.
• Deep knowledge of SAP MM, PP, PM, QM, WM modules.
• Experience governing AMS vendor performance and service reviews.

Responsibilities

• Own stability, governance, and continuous improvement of SAP capabilities globally.
• Lead AMS governance including KPIs, SLAs, and provider oversight.
• Drive incident and problem resolution and coordinate major incidents.
• Ensure production readiness for SAP-enabled processes and changes.
• Partner with process owners, technical teams, and external providers.
• Convert operational challenges into measurable service improvements.

Skills

SAP governance

IT service delivery

Incident & problem management

Release management

Vendor performance management

Stakeholder communication

Continuous improvement

Cross-functional collaboration

Education

SAP Functional Certification

ITIL Foundation

ITIL 4

Agile or Service Management qualification

Tools

SAP MM

SAP PP

SAP PM

SAP QM

SAP WM/Extended WM

Job description

Work Your Magic with us!

Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That`s why we are always looking for curious minds that see themselves imagining the unimageable with us.

Your Role

• Own the stability, governance, and continuous improvement of SAP Supply Chain, Asset, and Operations capabilities globally.
• Lead Application Management Services (AMS) governance, including service performance, KPIs, SLAs, and provider oversight.
• Drive effective incident and problem resolution, including coordination of major incidents and root-cause actions.
• Ensure production readiness for critical SAP-enabled business processes, projects, releases, and changes.
• Partner with Business Process Owners, Capability Leads, technical teams, and external service providers.
• Convert operational challenges into measurable service improvements and promote a culture of operational excellence

Who You Are

• You bring 8 or more years of experience in SAP functional consulting, application management, or Enterprise Resource Planning operations, with a strong track record in IT service delivery.
• You have deep functional expertise in one or more of the following SAP capability areas: Materials Management, Production Planning, Plant Maintenance, Quality Management, Warehouse Management or Extended Warehouse Management, or Procurement and Supplier Management.
• You have hands-on experience governing Application Management Services vendor performance, including service reviews, Key Performance Indicator tracking, and corrective action management.
• You are experienced in incident, problem, change, and release management within complex, integrated SAP environments, and you understand how to assess business impact and drive timely resolution.
• You are skilled at building effective partnerships with Business Process Owners, technical teams, and external service providers, and you communicate complex operational topics clearly to diverse stakeholders.
• You have a continuous improvement mindset, with demonstrated ability to identify automation and standardization opportunities, reduce recurring incidents, and drive measurable operational maturity.
• You hold, or are working toward, relevant certifications such as an SAP Functional Certification, IT Infrastructure Library Foundation or IT Infrastructure Library 4, or a recognized Agile or Service Management qualification.
• You are comfortable working in a global or international environment, navigating cross-functional complexity with confidence and cultural awareness.

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We celebrate all dimensions of diversity and believe that it drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging those impacts millions and empowers everyone to work their magic and champion human progress!