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

WHAT WE ARE LOOKING FOR IN YOU?

• 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, OpenText.
• 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, ServiceNow, 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 OpenText and other third-party systems.
• Exceptional English communication and presentation; ability to lead workshops and executive stakeholder engagements.

HOW WILL YOUR DAILY JOB BE?

Solution Strategy & Design

• 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, OpenText, 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/ServiceNow) 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 hypercare 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.

WHERE AND WHEN?

• Workplace: Lisbon + hybrid work
• Work Schedule: 9AM to 6PM

WHAT WE CAN OFFER YOU?

• 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 personal as 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

WHO ARE WE?

Tata Consultancy Services (TCS)
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

WELCOME, WE ARE WAITING FOR YOU