SAP Service Management Project Leader, Enterprise Solutions

2 weeks ago

Austin, Texas, United States Apple Full time
SAP Service Management Project Leader, Enterprise Solutions

Location: Austin, Texas, United States

Industry: Software and Services

Apple's SAP Global Systems division within IS&T is seeking an experienced Engineering Project Manager to spearhead initiatives that enhance customer Service Management operations.

We are in search of a driven, innovative, and hands-on project manager to become an integral part of our team. If you thrive in a challenging environment and are eager to contribute to impactful projects, this role is for you. Apple's IS&T oversees essential business and technical infrastructure, influencing various aspects of our operations, including online transactions, customer interactions in retail environments, and global network capacity.

The SAP Global Systems team is responsible for the operational and financial transactional platform that supports all Apple functions, including Sales, Manufacturing, Distribution, Service, and Financials.

The ideal candidate will possess a strong familiarity with SAP's Customer Service solutions and have practical experience from previous project implementations.

Key Responsibilities:
  • Collaborate with business stakeholders to analyze and convert complex cross-functional requirements into system designs and technical specifications.
  • Develop comprehensive functional and technical specifications, incorporating SAP standard configurations and enhancement frameworks such as user exits, iDocs, BAPIs, and BADIs.
  • Establish SAP Data Models, data dictionaries, and table designs within relevant functional areas.
  • Create wireframes and layouts for user interfaces (UI).
  • Implement interfaces across various IS&T and partner systems, utilizing technologies like RFC, Webservices, PI, EAI, Geneva, and SoA.
  • Design system interface agreements (SIA) to define integration rules between SAP and other systems.
  • Integrate security and encryption measures into system designs to ensure compliance with PII/PCI standards and fraud prevention.
  • Conduct SAP configurations and guide development teams to produce defect-free code by providing business use cases and data constructs for unit testing.
  • Prepare a technical project cutover plan that highlights cross-system object dependencies.
  • Apply performance engineering principles to enhance response times, throughput, and scalability during peak volume tests.
  • Lead integration testing across IS&T and partner systems to deliver robust solutions.
  • Develop proactive systems monitoring and alert mechanisms to ensure seamless business operations.
  • Stay informed about emerging technologies in AI/ML, such as SAP S/4 HANA and SAP Data Intelligence, and evaluate new technologies for future strategic needs through proof of concept prototyping.

Minimum Qualifications:

We are looking for candidates with:

  • Strong communication skills, effective leadership abilities, and extensive knowledge of the SAP SM (Service Management/Customer Service) module.
  • 3-12 years of SAP configuration experience in a service management functional/project lead role.
  • Experience in core Hi-tech industry service management processes, including warranty claims management and service contract management.
  • Knowledge of SAP SM-SD and SD-FI business process integration.
  • Familiarity with SAP S/4 HANA architecture and its core functionalities.
  • Experience leading cross-functional global teams on complex projects.
  • Ability to navigate ambiguity across business and IT teams.
  • Proficiency in ABAP/4 development code reading and debugging, SAP applications' data dictionary, and table design.
  • Experience with B2B systems integration with external business partners.
  • Strong verbal and written communication skills, with the ability to manage multiple projects simultaneously with minimal supervision.

Preferred Qualifications:

A Bachelor's Degree in Computer Science, Management Information Systems, or a related field is preferred. Project Management certification is a plus.


Apple is an equal opportunity employer committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.

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