SAP CRM Functional Lead

SAP CRM Functional Lead

Are you a SAP CRM Functional Lead seeking a new interesting challenge? ?

If your answer is yes, it’s your lucky day so keep reading, it can be just what you're looking for! ?

Qualifications & Experience

• Bachelor’s degree in Computer Science, Engineering, Business, or related field.
• 12–15+ years of SAP CRM functional delivery, including leadership responsibilities.
• Successful delivery of at least two full lifecycle CRM programs in utilities with migration strategies (Brownfield/Greenfield/Bluefield).
• Fluent English is mandatory as most of the internal stakeholders are part of an international team.

Technical Proficiency

• SAP CRM Marketing, Sales, Service, Interaction Center, ERMS, Action Management, Business Roles, Activity Management, Web UI.
• SAP Middleware (PI/PO/CPI) replication of master/transactional data; integration with SAP IS-U, SAP BW/BI, Fiori, Open
  Text.
• ABAP development: custom reports, enhancements, user exits, BAPIs, BADIs, RFCs; strong debugging and troubleshooting.
• SAP web services and third‑party integrations; data migration frameworks and reconciliation methods.

Business & Industry Insight

• Comprehensive understanding of utilities processes (electricity, gas, water) across regulated and deregulated markets.
• Hands‑on experience in complex programs: ERMS, Home Move, CRM upgrades, automations, and multi‑channel foundations.

Project Delivery & Governance

• Proficiency in ASAP/Activate and Agile (Scrum, SAFe); sprint planning, backlog refinement, and release management.
• Tooling: HP ALM, JIRA, Service
  Now, Spira; requirements traceability and test management.
• Strong analytical, documentation, and communication skills with executive‑level reporting.

Preferred Attributes

• Expertise in SAP Clean Core with S/4HANA Utilities roadmap and innovations.
• Experience integrating with Open
  Text and other third‑party systems.
• Exceptional English communication and presentation; ability to lead workshops and executive stakeholder engagements.
• Lead fit‑gap workshops to identify solution options aligned with best practices for utilities and customer experience.
• Translate business requirements into configuration, extensions, and testable deliverables across SAP CRM Marketing (Campaign Management, Lead and Opportunity), Sales (Quotation, Contract), and Service (Request, Order, Complaint, Case).
• Produce comprehensive documentation: Business Requirement Specifications (BRS), architecture blueprints, high‑level and low‑level designs, integration specifications, and end‑to‑end test strategies.
• Advise on SAP Clean Core principles and roadmap alignment with SAP S/4HANA Utilities.

Implementation & Integration

• Configure SAP CRM 7. x components including Interaction Center, Business Roles, Activity Management, ERMS, Action Profiles, Web UI and Fiori apps.
• Oversee middleware replication and integration (SAP PI/PO/CPI) between SAP CRM, SAP IS‑U, SAP BW/BI, Open
  Text, and third‑party applications.
• Design and govern API/web service integrations (REST/SOAP), RFC/BAPI interfaces, and file‑based exchanges with robust security controls.
• Own data migration strategy and execution (Greenfield, Brownfield, Bluefield), ensuring data quality, reconciliation, and auditability.

Testing & Quality Assurance

• Define acceptance criteria and test coverage across unit, integration, regression, performance, and UAT phases.
• Establish defect triage, root‑cause analysis, and non‑functional benchmarks to assure stability and scalability.
• Instrument quality gates within Agile pipelines (e. g. , JIRA/ALM/Service
  Now) and enforce traceability from requirements to release.

Change Management & Stakeholder Engagement

• Facilitate stakeholder alignment via executive‑readout decks, status communications, and risk/issue management routines.
• Develop training assets, conduct train‑the‑trainer sessions, and lead hyper‑care to enable business self‑sufficiency.
• Champion adoption with structured communications, role‑based enablement, and measurable success criteria.

Governance & Best Practices

• Apply ASAP/Activate delivery patterns with clear stage gates from Project Preparation, Blueprint, Realization, Final Preparation, and Go‑Live & Support.
• Embed modern CRM best practices and utility‑specific controls; uphold compliance, performance, and change‑control standards.
• Continuously improve by leveraging lessons learned, observability metrics, and roadmap innovations.

Additional Information

• Workplace: Lisbon + hybrid work
• Work Schedule: 9 AM to 6 PM
• Permanent contract
• Pay and benefits – Competitive salary and a flexible compensation plan adapted to your needs (Ticket restaurant plan + Health Insurance).
• Opportunity knocks – Being a part of a growing company, we want to support your path with a career development plan and annual performance‑based compensation reviews.
• Learn as you grow – Starting with a fantastic onboarding program, TCS has robust learning platforms that will allow you to learn and grow personally and professionally.
• Bring your buddy – If you have referred a friend for an open position under the BYB Scheme and she/he is hired you’ll receive a very attractive cash award.
• Connect globally – Work with people from all over the world. You can feel the multicultural workforce.
• And so on – Appreciations, incentives, Team Building activities, diversity and inclusion programs, sustainability activities, corporative events. . . This has only just begun!

About Tata Consultancy Services (TCS)

Tata Consultancy Services is an Information Technology (IT) company founded in 1968, being part of the Tata Group.

With a presence in 55 countries and over 600, 000 employees, TCS is recognized as the #1 Employer in Europe by the Top Employers Institute.

In our portfolio of services, we have information technology services, asset‑based solutions, global consulting, engineering and industrial services, digital solutions and services, application maintenance and development, quality assurance and testing services, IT infrastructure and BPS.

We stand out for our experience, reliability, passion, confidence, creativity and skills.