SAP Order-to-Cash (OTC) Lead

We are seeking a Lead SAP Order-to-Cash (OTC) Consultant to own the OTC support workstream and serve as the senior point of escalation for our SAP environment. This is a support-focused leadership role: you will lead incident resolution, problem management, and continuous improvement across the full OTC lifecycle (order management, pricing, delivery, billing, credit, and revenue), while mentoring a team of support analysts and partnering closely with business stakeholders. The ideal candidate combines deep SAP SD/OTC configuration expertise with proven experience running production support in an SLA-driven environment., Production Support & Service Delivery

• Own the OTC support queue end-to-end: triage, prioritize, and resolve incidents and service requests within agreed SLAs.
• Act as the senior escalation point (L3) for complex OTC issues spanning sales orders, deliveries, billing, pricing, output, credit management, and intercompany processes.
• Lead root cause analysis and problem management to permanently eliminate recurring incidents.
• Manage major incidents through to resolution, coordinating cross-functional teams (SD, MM, Integration with FI, BTP Integration Suite, ABAP, Basis, Integration with Application Systems like Salesforce Cloud , Data Management, Custom Applications) and communicating clearly with business and IT leadership.
• Oversee the support backlog, monitor KPIs (SLA attainment, ticket aging, recurrence), and report on service health.

Configuration & Enhancements

• Perform hands-on SAP SD/OTC configuration changes, break-fixes, and small enhancements following change management standards.
• Translate business requirements into functional specifications for ABAP developers; review and validate technical solutions.
• Test and validate fixes and enhancements; manage transports across the N+1 landscape with Retrofit
• Support integration points with FI/CO, MM, EDI/IDocs, and third-party/output systems with prior experience with PI/PO or BTP IS.

Leadership & Stakeholder Management

• Lead, mentor, and develop a team of OTC support analysts; manage workload allocation and on-call/shift coverage.
• Serve as the primary liaison between the business and the support organization for all OTC matters.
• Drive continuous improvement initiatives, automation, and knowledge-base development to reduce ticket volume.
• Contribute to release planning, regression testing, and the readiness of OTC for system changes and upgrades., * OTC incidents and requests consistently resolved within SLA, with a declining trend in recurring issues.
• A well-documented, cross-trained support team and a maturing knowledge base.
• Business stakeholders confident in the stability and responsiveness of the OTC platform.

• 7+ years of SAP SD/OTC functional experience, including a strong track record in production/application support (AMS).
• Deep, hands-on configuration expertise across the OTC process: order management, pricing & conditions, deliveries, shipping, billing, credit management, and account determination.
• Proven experience working in an SLA-driven support model (incident, problem, and change management ITIL principles).
• Strong understanding of OTC integration with FI (account determination, revenue posting) and MM.
• Experience writing functional specifications and working with ABAP developers; ability to read debug output and interpret IDocs.
• Demonstrated experience leading or mentoring a support team and managing stakeholder relationships.
• Excellent analytical, communication, and problem-solving skills.

Preferred Qualifications

• Experience with SAP S/4HANA OTC (Sales / Billing) and migration from SAP ECC.
• Experience with ALE/EDI, output management (including BRF+/Adobe Forms), and interface monitoring.
• Familiarity with ticketing/ITSM platforms (ServiceNow, EasyVista).
• SAP SD certification and/or ITIL certification.