SAP Product Manager

About Toll Group

At Toll we do more than just logistics - we move the businesses that move the world. Our 16000 team members can help solve any logistics transport or supply chain challenge big or small. We have been supporting our customers for more than 130 years. Today we support more than 20000 customers worldwide with 500 sites in 27 markets and a forwarding network spanning 150 countries. We are proudly part of Japan Post

Group IT provides technology strategy governance delivery and support for all of Toll. The team enable Toll with the right technology foundations and business systems to grow the business and support our customer needs.

About the role

As SAP Product Manager Support & Operations you will be accountable for the effective run and support of Tolls SAP platforms. You will ensure incidents problems and service requests are managed in line with agreed SLAs and operating standards while driving continuous improvement across SAP support services. This role acts as a key point of coordination between delivery teams support partners and business stakeholders ensuring stable operations and productionready outcomes.

A day in the life of a SAP Product Manager at Toll Group

• Lead daytoday SAP support operations including incident problem and service request management
• Ensure SAP services meet agreed SLAs OLAs and operational standards
• Drive rootcause analysis and sustainable resolution of recurring incidents
• Own SAP support governance service reviews and operational reporting
• Coordinate deliverytorun handovers and support hypercare periods
• Manage support vendor performance and stakeholder communications

Qualifications

• Bachelors degree in Computer Science Information Systems or related discipline
• Masters degree will be well regarded
• ITIL certification preferred
• Strong experience supporting SAP S/4HANA environments
• Ability to work across multiple time zones when required

Skills & experience

• Proven experience managing SAP support operations in complex enterprise environments
• Strong understanding of IT service management processes (incident problem change release)
• Excellent stakeholder engagement and communication skills
• Demonstrated ability to drive continuous improvement in run environments
• Strong analytical and rootcause analysis capability
• Ability to balance service stability with ongoing change and uplift

Accountable for daytoday SAP support operations including incident problem and service request management.
Ensure SAP services are delivered in line with agreed SLAs OLAs and operational standards.
Lead issue resolution activities ensuring timely triage prioritisation and restoration of service.
Drive rootcause analysis for recurring or highimpact incidents ensuring sustainable fixes are implemented.
Establish and maintain a continuous improvement backlog focused on support uplift and operational efficiency.
Ensure effective knowledge capture documentation and reuse to improve firsttime fix rates and reduce dependency on key individuals.
Own SAP support governance including service reviews operational reporting and stakeholder forums.
Coordinate deliverytorun handover ensuring solutions are productionready and supported by appropriate documentation and training.
Ensure compliance with change release and deployment processes to protect production stability.
Act as a key point of coordination between SAP delivery teams support partners and business stakeholders.
Provide clear timely communication to stakeholders on incidents risks and service performance.
Manage support vendor performance ensuring contractual obligations and service outcomes are met.
Identify operational risks and constraints escalating and mitigating issues as required.
Support hypercare periods following major releases or deployments.
Contribute to the ongoing maturity of SAP service management practices and operating model.

What moves you

At Toll you can help play a vital role in delivering what matters. From food fuel medicine and rescue services we keep businesses and communities thriving. Every day brings change. We see that as an opportunity. To be curious. To ask the right questions. And build meaningful connections. Because finding new ways to solve problems is what we do. With a bold vision to expand our global reach our 16000 people bring a passion for progress. We collaborate in friendly caring teams supported by approachable leaders who give us the autonomy to quickly make decisions with impact. Learn and grow with industry-leading training alongside talented experts. Feel empowered to take on diverse challenges and new responsibilities to move you our customers and our world further.

Are you excited about this role but are concerned you dont meet all the requirements If you have similar skills and are willing to learn then we encourage you to apply anyway. We know that some people hesitate to apply for jobs unless they meet every single qualification. At Toll we value a diverse inclusive and authentic workplace so if youre interested in this role but your past experience doesnt align perfectly then please talk to us you may be just the right candidate for this or other roles we have coming up.

At Toll everyone is welcome including those of all ages ethnicities genders and abilities.

To find out more about us visit