SAP Support Manager – Warehouse Management (WM)

Accountabilities: Lead SAP Warehouse Management application support activities, overseeing incidents, problems, service requests, enhancements, and defect management across production environments. Manage Level 2 and Level 3 support operations, ensuring effective troubleshooting and resolution of complex SAP WM issues while minimizing business disruption. Provide functional leadership across key warehouse processes, including inbound and outbound operations, goods receipt and issue, putaway, picking, replenishment, inventory management, warehouse movements, transfer orders, handling units, and RF/barcode-enabled processes. Manage application support performance against agreed Service Level Agreements (SLAs) and operational KPIs, monitoring incident backlogs, resolution times, recurring defects, and overall service quality. Lead major incident responses, escalation management, and root cause analysis, implementing corrective and preventive actions to reduce recurring production issues. Oversee support reporting, service reviews, operational documentation, knowledge articles, runbooks, and standard operating procedures. Provide SAP WM functional expertise, evaluate business requirements, recommend appropriate solutions, and review functional specifications, configuration changes, enhancements, and defect fixes. Collaborate with ABAP developers on custom programs, interfaces, enhancements, forms, and reports, while coordinating unit, integration, regression, and user acceptance testing. Manage integration and cross-functional support between SAP WM and other modules, including Materials Management (MM), Inventory Management (IM), Sales and Distribution (SD), Production Planning (PP), Quality Management (QM), and SAP EWM where applicable. Coordinate with SAP Basis, Security, Integration, Infrastructure, and other technical teams to resolve cross-module issues and support third-party warehouse systems, automation platforms, RF devices, scanners, and logistics applications. Lead, mentor, and develop SAP WM support consultants, assigning priorities, coordinating workloads, providing escalation guidance, and promoting knowledge sharing and cross-training. Identify opportunities for automation, process optimization, and incident reduction to improve warehouse productivity, system reliability, and user experience. Contribute to SAP upgrades, migrations, optimization initiatives, and S/4HANA transformation projects, including transitions from traditional SAP WM to SAP EWM or S/4HANA-based warehouse solutions. Requirements: At least 8 years of SAP experience, including substantial hands-on expertise in SAP Warehouse Management (WM). Minimum 3 years of experience leading SAP application support, Application Management Services (AMS), production support, or IT service delivery teams. Strong knowledge of SAP WM configuration and warehouse business processes, including inbound/outbound operations, picking, putaway, replenishment, inventory management, and warehouse movements. Proven experience supporting SAP ECC production environments and managing incidents, problems, service requests, enhancements, and change requests. Solid understanding of integration between SAP WM and related modules, particularly MM, IM, SD, PP, and other supply chain applications. Demonstrated experience managing SLA-driven support environments, monitoring operational KPIs, and ensuring consistent service delivery. Strong troubleshooting, analytical, and root cause analysis skills, with the ability to manage multiple critical priorities in high-volume production environments. Experience coordinating functional consultants, ABAP developers, SAP Basis, Security, Infrastructure, and Integration teams. Excellent leadership, communication, and stakeholder management skills, with the ability to mentor technical teams and collaborate effectively with business stakeholders. Familiarity with ITIL-based support frameworks, ITSM platforms such as ServiceNow, Agile methodologies, testing, release management, and knowledge management. Experience with SAP S/4HANA, SAP EWM, or SAP Fiori is highly desirable. Knowledge of RF/mobile warehouse solutions, third-party warehouse integrations, and logistics automation systems is an advantage. Experience managing distributed onshore and offshore support teams is preferred. SAP certification in WM, EWM, Supply Chain, or S/4HANA is considered an asset. Candidates must be legally authorized to work in the United States without current or future employer sponsorship, as specified in the original vacancy eligibility requirements. This requirement should be clarified with the hiring partner given the advertised Canadian location. Benefits: Estimated annual compensation range of USD 67,800 to USD 117,800 , depending on experience, skills, qualifications, and organizational requirements. Comprehensive health, dental, and vision insurance coverage. Employee wellness programs and resources. Life and disability insurance. Retirement savings plan. Paid holidays and paid time off. Remote working arrangement. Flexible work model designed to support individual working styles, wellbeing, and productivity. Opportunities to contribute to large-scale SAP transformation, modernization, and enterprise technology initiatives. Collaborative and inclusive working environment. Reasonable workplace accommodations for qualified candidates with disabilities.