Senior SAP Project Manager - Contact Centre / Case Management - $1100-1300 a Day

The Role

We are seeking an experienced Senior Project Manager to join a major enterprise-wide SAP transformation program, leading the end-to-end delivery of SAP Service Cloud, Case Management and Contact Centre transformation initiatives.

Location: Sydney – Hybrid (2–3 days in the office)Duration: 12 month contractDay Rate: $1,100–$1,300 including super

You will take ownership of a complex customer service transformation, leading delivery across solution design, build, testing, cutover, deployment and business transition.

Working closely with business stakeholders, system integrators, technology teams and operational leaders, you'll drive the implementation of SAP Service Cloud, SAP Enterprise Service Management (ESM) and associated customer operations capabilities, including integration with telephony, omnichannel engagement and enterprise platforms.

Responsibilities

• Lead the end-to-end delivery of SAP Service Cloud, Case Management and Contact Centre transformation initiatives.
• Establish and manage delivery plans, schedules, budgets, RAID logs, governance forums and key milestones.
• Lead delivery across design, build, testing, deployment, hypercare and transition to support.
• Manage interdependencies across ERP, CRM, Integration, Data, Change and Operational Readiness workstreams.
• Oversee the implementation of SAP Service Cloud, SAP ESM and related customer service capabilities.
• Drive delivery of case management, customer service workflows, SLA management, escalation management, knowledge management and omnichannel servicing.
• Ensure successful integration with SAP S/4HANA and other enterprise systems.
• Lead Contact Centre transformation across voice, email, chat and digital servicing channels, workforce optimisation and customer journey improvements.
• Manage telephony and customer engagement integrations, including platforms such as Genesys Cloud CX and Genesys Engage.
• Manage System Integrators and third-party vendors, presenting progress, risks and recommendations to senior stakeholders and governance forums.
• Lead business readiness, cutover, deployment and hypercare, ensuring operational support models are established ahead of go-live.

Experience

• 7+ years' experience delivering complex SAP, CRM, Service Management or enterprise technology transformation programs.
• Strong Senior Project Management experience leading large, multi-disciplinary delivery teams.
• Demonstrated experience delivering SAP Service Management or service-related solutions within large-scale SAP environments.
• Deep understanding of Contact Centre operations, Customer Service and Case Management environments.
• Experience with SAP Service Cloud, SAP ESM, SAP S/4HANA or related SAP platforms.
• Experience delivering CCaaS, omnichannel customer engagement, customer journey optimisation, workforce management, service performance management and telephony/routing solutions.
• Experience with Genesys Cloud CX, Genesys Engage or equivalent Contact Centre platforms highly regarded.
• Strong experience managing System Integrators, third-party vendors and complex delivery dependencies.
• Excellent stakeholder management, communication, influencing and leadership skills.
• Ability to operate effectively across business and technology teams, navigating ambiguity and complex stakeholder environments.

This is an excellent opportunity to take a senior delivery role on one of Australia's major SAP transformation programs, leading a significant Service Cloud, Case Management and Contact Centre transformation.Please apply ASAP to secure an interview slot for next week!