Sr IT Analyst - SAP Order Management (OM) Functional support lead.

We are seeking an experienced SAP Order Management (OM) Functional Lead to act as the Honeywell SME and owner for SAP Order Management support services. This role will provide functional leadership, vendor governance, service oversight, and strategic direction for the SAP OM landscape while ensuring business continuity and operational excellence.

The ideal candidate will have strong functional expertise in SAP Order Management and Order-to-Cash (O2C) processes, along with experience managing support vendors, driving service improvements, overseeing incident trends, and partnering with business stakeholders. While not responsible for day-to-day ticket resolution, the candidate should possess sufficient hands-on SAP knowledge to challenge solutions, guide troubleshooting efforts, and provide functional leadership.

Key Responsibilities

SAP OM Ownership

• Act as the primary liaison between business stakeholders and support partners.
• Provide functional direction and governance for SAP OM support services.
• Ensure SAP OM solutions align with business objectives and operational requirements.
• Drive continuous improvement initiatives across Order-to-Cash processes.

Vendor & Service Management

• Govern third-party support vendors responsible for incident, problem, and change management activities.
• Review incident trends, recurring issues, and root causes to ensure long-term resolution.
• Monitor vendor performance against SLAs, KPIs, and contractual commitments.
• Participate in service reviews and operational governance meetings.
• Escalate critical production issues and coordinate resolution efforts across multiple teams.

Functional Leadership

• Provide guidance on: 
  • Sales Order Processing
  • Pricing and Condition Management
  • Deliveries and Shipping
  • Billing and Invoicing
  • Returns Processing
  • Customer Master Data
  • Order-to-Cash (O2C) processes
• Assess business requirements and recommend scalable SAP solutions.
• Review and approve functional designs, enhancements, and change requests.
• Support testing, release planning, and deployment activities.

Stakeholder Management

• Partner with Sales, Customer Service, Supply Chain, Logistics, and Finance teams.
• Ensure business needs are translated into effective SAP solutions.
• Communicate service health, risks, and improvement opportunities to leadership.
• Drive alignment across business, IT, and support partners.

YOU MUST HAVE

Required Qualifications

SAP Expertise

• 6–10 years of experience in SAP Order Management / SAP SD.
• Strong understanding of: 
  • Order-to-Cash (O2C)
  • Sales Order Management
  • Pricing
  • Billing
  • Deliveries & Shipping
  • Customer Master Data
  • Returns Management
  • Integration with Logistics and Finance