SAP Support Manager

SERB is a fast-growing global specialty pharma company designed to address rare and urgent conditions by delivering life-saving medicines when time and complexity leave no room for failure. We operate end-to-end across 100+ countries, ensuring 70+ essential medicines for rare diseases, emergency care, and medical countermeasures reach patients and clinicians with urgency – wherever and whenever they are needed.

Shaped over the past 25 years by an entrepreneurial, disruptive spirit, SERB combines the focus and agility of a biotech with the scale, reach, and reliability of a global pharmaceutical company — always grounded in medical purpose, not corporate convention. Our 600+ employees are driven by three core values: Patients first, always; Impact focused; and Team powered.

About the role

We are looking for a talented and enthusiastic SAP Support Professional to provide 1st and 2nd level SAP support for a global pharmaceutical group. Working in a small team, you will have a high level of autonomy and be required to plan and manage work priorities both independently and with other user groups. This role is based at our Conshohocken, PA office on a hybrid schedule: 3 days a week in-office, with 2 work-from-home days.

Responsibilities

• Provide second-level support on SAP S4 HANA systems: troubleshoot issues, perform root cause analysis, test and correct with clear communication to reporting users on the cause and resolution.
• Act as a liaison between the company’s business users, the IT department, and external partners.
• Escalate advanced technical issues to third parties or the Business Systems Manager.
• Write instructions, specifications, and flowcharts.
• Facilitate meetings with team members and the business.
• Daily monitoring of the ticketing system and timely follow-up on escalations.
• Oversee and manage the maintenance of SAP Master Data including Business Partner and Material Master.
• Carry out other reasonable tasks as required by the Business Systems Manager.

Duties and responsibilities may vary from time to time to reflect changing business requirements.

Requirements

• Minimum of 5 years’ experience with SAP S4 HANA in a support function.
• Previous experience working in a global pharmaceutical company.
• Very good working knowledge of at least 3 of the following SAP modules: FI/CO, SD, LE, WM, MM, PP.
• Knowledge of or experience with FIORI Apps and Reporting, SAP Analytics Cloud, and SAP Security (User and Role) is an advantage.
• Knowledge of or experience with Validation activities in a pharma-compliant company is an advantage.

Skills

• Exceptional interpersonal skills, with a focus on rapport building, listening, and diagnostics.
• Strong verbal and written communication skills.
• Ability to express technical matters in business terms.
• Strong analytical and problem-solving abilities.
• Aptitude and ability to learn new technologies quickly (full training provided where required).
• Aptitude and ability to work in an organized manner, under pressure, and methodically.
• Competent and organized with the ability to manage and prioritize workload, multitask, and handle a diverse mix of issues and responsibilities.
• Self-starter able to work with remote UK-based management.

Benefits

• Hybrid working schedule (3 days in-office, 2 days remote).
• Vacation, personal, and sick time.
• 15 paid company holidays.
• Medical, dental, vision, and other voluntary benefits.
• Paid parental leave.
• Tuition assistance.
• Discretionary bonus plan.
• Competitive 401(k) plan with $1 for $1 match up to 6% of pay (safe harbor match vested immediately).
• Discretionary match of up to 4% of pay, vesting 20% per year over 5 years.