SAP Product Manager

About the role

As SAP Product Manager - Support & Operations, you will be accountable for the effective run and support of Toll's SAP platforms. You will ensure incidents, problems and service requests are managed in line with agreed SLAs and operating standards, while driving continuous improvement across SAP support services. This role acts as a key point of coordination between delivery teams, support partners and business stakeholders, ensuring stable operations and production‑ready outcomes. A day in the life of a SAP Product Manager at Toll Group Lead day‑to‑day SAP support operations, including incident, problem and service request management Ensure SAP services meet agreed SLAs, OLAs and operational standards Drive root‑cause analysis and sustainable resolution of recurring incidents Own SAP support governance, service reviews and operational reporting Coordinate delivery‑to‑run handovers and support hypercare periods Manage support vendor performance and stakeholder communications

Requirements

• Bachelor's degree in Computer Science, Information Systems or related discipline
• Master's degree will be well regarded
• ITIL certification preferred
• Strong experience supporting SAP S/4HANA environments
• Ability to work across multiple time zones when required
• Proven experience managing SAP support operations in complex enterprise environments
• Strong understanding of IT service management processes (incident, problem, change, release)
• Excellent stakeholder engagement and communication skills
• Demonstrated ability to drive continuous improvement in run environments
• Strong analytical and root‑cause analysis capability
• Ability to balance service stability with ongoing change and uplift ]
• Accountable for day‑to‑day SAP support operations, including incident, problem, and service request management.
• Ensure SAP services are delivered in line with agreed SLAs, OLAs, and operational standards.
• Lead issue resolution activities, ensuring timely triage, prioritisation, and restoration of service.
• Drive root‑cause analysis for recurring or high‑impact incidents, ensuring sustainable fixes are implemented.
• Establish and maintain a continuous improvement backlog focused on support uplift and operational efficiency.
• Ensure effective knowledge capture, documentation, and reuse to improve first‑time fix rates and reduce dependency on key individuals.
• Own SAP support governance, including service reviews, operational reporting, and stakeholder forums.
• Coordinate delivery‑to‑run handover, ensuring solutions are production‑ready and supported by appropriate documentation and training.
• Ensure compliance with change, release, and deployment processes to protect production stability.
• Act as a key point of coordination between SAP delivery teams, support partners, and business stakeholders.
• Provide clear, timely communication to stakeholders on incidents, risks, and service performance.
• Manage support vendor performance, ensuring contractual obligations and service outcomes are met.
• Identify operational risks and constraints, escalating and mitigating issues as required.
• Support hypercare periods following major releases or deployments.
• Contribute to the ongoing maturity of SAP service management practices and operating model.
• What moves you?
• Are you excited about this role but are concerned you don't meet all the requirements? If you have similar skills and are willing to learn then we encourage you to apply anyway. We know that some peop

Benefits

Additional Information

About Toll Group At Toll, we do more than just logistics - we move the businesses that move the world. Our 16,000 team members can help solve any logistics, transport, or supply chain challenge - big or small. We have been supporting our customers for more than 130 years. Today, we support more than 20,000 customers worldwide with 500 sites in 27 markets, and a forwarding network spanning 150 countries. We are proudly part of Japan Post - www.tollgroup.com Group IT provides technology strategy, governance, delivery, and support for all of Toll. The team enable Toll with the right technology foundations and business systems to grow the business and support our customer needs.

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