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

Preferred Skills

Skills Required

Confluence, Sap Solution Manager, Jira