SAP Support Manager

Date: 27 Mar 2024

Location: KW

Company: Alghanim Industries

Long Description

Alghanim Industries is a multibillion-dollar conglomerate with more than 30 businesses and one of the largest privately-owned companies in the Persian Gulf region, predominantly in Kuwait. Its operations spread across 40 different countries.

The role will be based in Kuwait. The person will be part of the SAP practice, predominantly focusing on the following business units:
-    Retail – this business unit includes:
o    X-Cite - the largest Electricals retailer in Kuwait
o    Safat Home - one of the leading home furnishing brands in Kuwait
-    Food & Beverage – this business unit operates the license for the following brands:
o    Costa
o    Wendy’s.

-    FMCG (GTRC)

- Supply chain and distribution

-   Industrial  Manufacturing 

The individual is expected to manage SAP functional and technical consultants ( Inhouse and external) and work closely with Delivery Manager to deliver SAP solutions.

This individual will have effective communication skills, strong analytical and critical thinking skills as well as a passion for Retail & Manufacturing. Strong presentation skills are required.  Confidence to manage multiple stakeholders from business teams, IT teams, external vendors, and delivery partners. It is expected that the individual is a keen follower of technology trends. 

Job Summary

The SAP Manager will lead and manage the SAP  team, overseeing the development, implementation, and optimization of SAP solutions to support the Retail & Industrial operations. This role requires a deep understanding of retail processes, SAP technologies, and how to leverage these to meet business needs. The ideal candidate will possess strong management skills, extensive experience in SAP Retail modules, and the ability to drive change and innovation within a fast-paced retail environment.

Job Responsibilities

    Manage SAP Functional and Technical resources - Internal and External
    Take ownership of SAP-related incidents/service requests, created in the Support tool and manage the incident/ service requests to closure. 
    Work closely with Delivery Manager - To Provide SAP Solutions ( requires to take lead on estimations and resource planning of SAP solutions)
    Design and Manage SAP integrations with other systems
    Support on the high-priority incidents like P1 & P2 to be attended to and ensure it is closed within the agreed SLA. 
    Create and publish SLA reports - identify challenges and service improvement plans.
    Take ownership of SAP-related incidents/service requests, created in the Support tool and manage the incident/ service requests to closure. 
    Provide consulting services during new implementations, rollout/enhancements, and existing system support in SAP IS-Retail SD/MM/SCM/WM.
    Conduct workshops to Identify, interpret, validate, and document customer requirements. 
    Perform detailed analysis of complex business process requirements and provide appropriate system solutions/product modifications to satisfy business needs.
    Proactively identify gaps/issues in the existing setup and propose business processes and/or system enhancements through standard/workaround solutions.
    Provide Super user training and user support as required.
    Liaison with the teams to ensure consistent adherence to defined standards and processes. Prevent and resolve major incidents and problems.
    Actively manage the open incidents/service Requests in the SAP Support queue and ensure detailed updates, follow-up, and resolution to the closure. 
    Support metrics are to be shared with the reporting manager at an agreed frequency.
    Review application code, documentation, architecture, and development methods for quality and adherence to standards on a regular basis. 
    Work with business users for timely updates and resolve support requests within the SLA.
    Writing functional specs and interacting with ABAP resources to develop any user exits and fixing existing issues
    Continually seek self-education to acquire deeper and wider knowledge and gain cross-functional knowledge.
    Provide Superuser training and End-user support on a need basis.
    Take responsibility for project deliverables related to the transition of project solution knowledge to support after post-production
    Manage Training end-users and preparing end-user training material. 

Candidate Requirements


    University degree, ideally from a computing or technology discipline.
    Minimum SAP Consulting experience of 10+ years in SAP IS-Retail/WM modules.
    Minimum 2 End to End implementation and support projects with at least one third-party system Integration project.
    Solutions in the ERP space preferably SA Integration Skill set: Should have worked on IDOC / RFC / Proxy / File Transfer interfaces.
    Profound understanding of SAP Retail business processes and Cross Module Integration Areas (SD – MM / SD – FI / MM – FI / MM – WM)
    Project Documentation Skillset: Blueprint / Config Doc / Solution Analysis Document (SAD) / FS / Integration Document / Test Scripts / User manuals
    Technical Skillset: Identify standard User Exists / Enhancements / BADI’s / BAPI’s /Authorization objects / IDOCS etc.
    Good communication skills, work Independently, Result-oriented, Team player, Flexible and strong in troubleshooting/analytical skills.


    SAP IS-Retail certification (SD/MM)
    SAP Vistex Knowledge
    SAP Debugging Skills
    SAP WM knowledge

Additional Skill Sets :

    Hands-on experience in SD/MM modules at least 2 SAP modules (MM, PP, FICO, QM, SD etc) is a must
    Working Knowledge on project management tools is desired.
    Strong analytical skills, experience solving practical issues and engaging teams of multiple process partners to consensus.
    Strong Knowledge on IT Industry standards and best practices to develop organizational capability (people, processes, technology, knowledge) and process improvement models.
    Problem-solving, troubleshooting & diagnosis skills for technical issues.
    Proficient in verbal and written English.


Engineering in Computer Science or Technology
Bachelor’s Degree in Computer Science or Technology