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Overview

Our direct client a leading utility organization is seeking an experienced SAP Service Cloud Project Manager to lead the implementation of a next-generation customer engagement platform as part of a large-scale S/4HANA transformation. The role spans planning through hyper care — managing system integrators, cross-functional stakeholders, and ensuring alignment across S/4HANA, SAP BTP, and related systems. A balance of strategic oversight and hands-on delivery is essential.

Key responsibilities

• Lead end-to-end SAP Service Cloud v2 implementation (planning through hyper care), managing scope, schedule, budget, and deliverables in line with PMO standards
• Serve as primary liaison between business stakeholders (customer service, field ops, communications) and IT; facilitate requirements and design workshops
• Oversee system integrator and vendor delivery in accordance with SAP Activate methodology; manage risks, issues, and dependencies
• Guide design of case management, omnichannel communications, and customer/contact data management capabilities
• Ensure integration with SAP S/4HANA (IS-U/CCS), SAP BTP Integration Suite, and third-party systems
• Oversee SIT, UAT, cutover, and hyper care transition to AMS
• Maintain PMO governance, documentation (charters, RACI, test plans), and budget tracking

Experience & qualifications

• 10+ years of IT project management experience with enterprise system implementations
• Direct experience with SAP Service Cloud v2 in any capacity (PM, functional lead, product owner, or key contributor) — required
• SAP Service Cloud v1 (C4C) candidates strongly considered with demonstrated understanding of the v2 transition
• Utilities industry experience preferred; familiarity with customer service ops and regulated environments a plus
• Exposure to S/4HANA programs where Service Cloud is part of a broader ERP/CX roadmap
• Familiarity with SAP BTP, omnichannel integrations, data migration, and governance practices
• Experience with Agile and hybrid delivery models
• Strong stakeholder management and communication skills

Engagement Details

• Contract Duration: Approximately 1-3 years

• Work Location: Primarily remote

• Travel: Occasional travel for key project phases (expenses covered)

• Team Structure: Collaboration with internal IT teams, business stakeholders, and external SAP implementation partners

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Job ID: 5497