Functional Support Manager

Role : Functional Support Manager

Location: Haldia, Kolkata, West Bengal

Experience : 5-7 years of experience in customer support or related roles,

Work: On-Site (6 days)

Budget: 9 LPA

Role Overview

The Functional Support Manager (FSM) will lead customer support, functional stability, and process transformation across SAP-driven supply chain and analytics platforms. This role requires hands-on plant exposure, strong SAP and IT knowledge, and the ability to drive internal process improvements while ensuring high customer satisfaction, operational efficiency, and system adoption.

The FSM will act as a bridge between plant operations, IT/SAP teams, customers, and leadership, ensuring smooth execution from UAT through go-live and post-go-live stabilization.

Educational Qualification

- Bachelor’s degree in Business Administration, Commerce, Engineering, or related field with specialization in Supply Chain / Operations / IT - Master’s degree preferred

Key Responsibilities

1. Execution & Support Leadership

- Define and drive customer support and functional stability strategies aligned with organizational goals across platforms including SAP, VIMS, and Analytics tools. - Ensure smooth execution of UAT, go-live, hypercare, and stabilization phases for plant and customer rollouts. - Drive adherence to delivery timelines, SLAs, and service commitments. - Ensure support activities are aligned with broader business and operational objectives.

2. Plant Operations & SAP Functional Ownership

- Work closely with plant teams to support dispatch, gate-out, outbound delivery, and logistics processes. - Provide functional ownership for SAP modules related to Logistics, SD, MM, and Plant Operations, including: - Outbound Delivery (OBD) - Gate Out / Dispatch flows - Exception handling and system validation - Coordinate with SAP functional and technical teams for issue resolution, enhancements, and system upgrades.

3. Client Engagement & Stakeholder Management

- Act as the primary point of contact for key customers and plant stakeholders. - Manage customer expectations, escalations, and delivery commitments. - Represent the Voice of Customer (VoC) internally to influence product and process improvements. - Track and improve CSAT, NPS, and service performance metrics. - Identify risks early and implement mitigation plans to ensure customer satisfaction and operational continuity.

4. Team Leadership & People Management

- Lead, mentor, and manage the Functional Support / Customer Support team. - Allocate resources effectively across projects and plants. - Establish backup plans and cross-training to ensure continuity of support. - Implement Rewards & Recognition programs to drive performance and engagement. - Build a culture of ownership, accountability, and continuous improvement.

5. Performance Management & Governance

- Define, monitor, and report key KPIs including: - Ticket resolution timelines - SLA adherence - UAT success rate - On-time rollout percentage - CSAT / NPS scores - Conduct regular reviews with stakeholders and leadership. - Ensure audit readiness, compliance, and documentation discipline.

6. Process Transformation & Technology Adoption

- Lead internal process transformation initiatives, including: - Process mapping and re-engineering - Automation and digitization of manual workflows - Standardization of plant and support processes - Drive change management and user adoption post system rollout. - Implement best practices for proactive and preventive support. - Identify and deploy relevant technology tools (Jira, MS Project, Visio, TeamNest, etc.).

7. Cross-Functional Collaboration & Reporting

- Collaborate with IT, SAP, Operations, Product, Finance, and Leadership teams. - Prepare and present executive-level reports on support performance, risks, and improvement initiatives. - Drive closure of cross-functional dependencies impacting customers or plant operations. - Ensure strict adherence to data privacy and security standards.

8. Training, Knowledge Management & SOPs

- Drive creation and continuous improvement of: - SOPs - User manuals - Knowledge base articles - Lead training initiatives for internal teams and customers to reduce ticket volumes and improve self-service. - Ensure documentation aligns with system configuration and business processes.

Mandatory Skills & Experience

- Plant / Manufacturing Environment Experience (Mandatory) - Strong IT and Technology orientation - Working knowledge of SAP (Logistics / SD / MM / Plant Operations) - Experience in UAT planning, execution, and validation - Proven experience in internal process transformation - Strong understanding of supply chain and logistics processes - Experience in SaaS / enterprise platforms preferred

Core Competencies

- Strong leadership, ownership, and decision-making skills - Excellent communication and stakeholder management - Data-driven problem-solving and analytical mindset - Ability to operate independently and manage multiple priorities - High integrity, accountability, and ethical standards - Comfortable working in fast-paced, multi-stakeholder environments - Willingness to travel to plant and customer locations as required

Success Indicators

- Stable plant go-lives with minimal post-go-live issues - Improved CSAT and SLA adherence - Reduced ticket volumes through process improvement - Strong adoption of SAP and support platforms - High team engagement and performance

Send your CV to kavan.bm@caliperbusiness.com stating subject ‘Applying for the post of Functional Support Manager’