SAP Field Service Business Process Manager

Notice Period : 0 to 45 days

Experience Required : 5-7 years

Location : Bengaluru

Responsibilities

the
Service Business
is a strategic growth area, and we are seeking a skilled
SAP FSM Business Process Manager
to lead the design, optimization, and governance of
end-to-end Field Service processes
. This role focuses on SAP Field Service Management (FSM) and its integration with
SAP S/4HANA (CS/SD)
,
SAP Service Cloud (C4C)
, and
SAP Asset Manager
.

As the Process Manager, you will be responsible for establishing global process standards, driving system and process improvements, coordinating delivery with internal teams and external partners, and supporting global rollouts and user enablement initiatives.

Key Responsibilities

• Define, document, and maintain
  global Field Service business processes
  including planning, dispatching, workforce management, mobile execution, service confirmations, parts consumption, time and material capture, and service-to-billing workflows.
• Translate business requirements into clear and structured
  user stories
  , specifications, and
  acceptance criteria
  , aligned with stakeholders and product owners.
• Design and validate solution concepts within SAP FSM and its
  integrated systems
  (S/4HANA CS/SD, C4C, Asset Manager), ensuring consistency, scalability, and data integrity.
• Coordinate system configuration and development activities with internal and external stakeholders; perform
  quality reviews
  , manage defects, and lead testing efforts (
  SIT/UAT
  ).
• Perform or supervise configuration tasks within FSM such as:
• Planning board setup
• Dispatching rules
• Mobile settings
• Skills and territory management
• Service workflows and Smartforms (checklists)
• Develop and maintain comprehensive
  process and solution documentation
  (process maps, config documentation, work instructions, runbooks, knowledge base articles).
• Support and/or lead
  global rollout initiatives
  , including localization assessments, cutover planning, data templates, and user training.
• Provide
  2nd and 3rd level support
  for FSM and its integrated processes; perform root cause analysis and drive
  continuous improvement
  .
• Monitor key Field Service KPIs (e.g., dispatch efficiency, SLA compliance, first-time fix rate, technician utilization, mobile adoption) and implement corrective actions as needed.
• Ensure compliance with internal standards, IT security, and quality frameworks; proactively identify and mitigate risks.

Qualifications & Skills

• Bachelor's degree in
  Business Informatics, Computer Science, Engineering
  , Business Administration, or equivalent professional experience.
• Proven hands-on experience in
  SAP FSM process design and configuration
  , including planning board, dispatching, mobile setup, workflows, checklists, and master data (skills, resources, territories).
• Strong knowledge of
  end-to-end Field Service processes
  , especially their downstream impact in
  SAP S/4HANA CS/SD
  , such as service confirmations, time/material postings, and order-to-bill.
• Experience translating business needs into structured requirements and managing
  SIT/UAT
  processes with business users.
• Demonstrated ability to coordinate with external vendors, validate deliverables, and conduct configuration quality checks and system testing.
• Fluent in
  English (business level)
  with strong stakeholder engagement and communication skills in a global, cross-functional environment.

Preferred Skills

• Solid understanding of
  FSM–S/4HANA–C4C–Asset Manager
  integrations, including exposure to
  SAP BTP
  /
  CPI-based interfaces
  .
• Experience in
  mobile field service execution
  , including offline capabilities and technician device management.
• Familiarity with
  service contracts, warranties, entitlements
  , and
  pricing models
  in SAP S/4HANA and C4C.
• Strong grasp of
  master data and data quality management
  for service-related objects (equipment, I-Base, skills, technicians, spare parts).
• Proficient in
  Jira, Confluence
  , and
  SAP Solution Manager
  or
  SAP Cloud ALM
  for managing requirements, test cases, and change control.
• Relevant
  SAP certifications
  (e.g., SAP FSM, SAP Service Cloud, S/4HANA Service) are a plus.