Manager - Sap Ams Operations

Job Description

SUMMARY

The SAP AMS Operations Manager is responsible for all aspects of SAP Run Organization supporting on-time ticket resolution and small project(s) delivery. This position maintains a best-in-class SAP systems environment and applications suite (SAP ECC, HANA Sidecar) that are scalable and supportive of future growth. The successful candidate will have strong leadership skills, excellent communication skills, and the ability to collaborate with other teams within the organization.

 

The ideal candidate will reside in St. Augustine, FL.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Establish and maintain standards for the operation and administration of SAP Applications, including partnering with established managed services providers already on contract.
• Work to ensure 100% availability of SAP systems working with managed services providers- both support services and technical services (hosting and basis services)
• Manage a team of SAP professionals/ vendor resources responsible for the ongoing support, maintenance, and development of the company's SAP system.
• Ensure the ongoing operation of the SAP system, including system monitoring, performance tuning, and issue resolution.
• Work with Vendors to monitor SLAs and conduct QBRs and ensure service excellence.
• Coordinate efforts across other non-SAP applications to support IT integrations.
• Develop a framework to support the migration of projects from hyper care to AMS support post-go-live.
• Make strategic and tactical decisions on the evolution of SAP applications to implement desired business capabilities, including when and how to upgrade them, and how to maintain their reliability and security.
• Lead/manage the production environments and application operations to ensure the successful delivery of business services and to identify and support innovative solutions, programs, and enhancements for SAP platforms that are consistent with achieving organizational goals and objectives.
• Establish processes and procedures/policies for the Application Support team to ensure consistent monitoring of production environment and operations, communications, and compliance with processes and artifacts for IT Service Management Processing (ITSM) with particular emphasis on Incident Management and Problem Management and the Systems Development Life Cycle (SDLC), with particular emphasis on Business Requirements, Functional Requirements, and Business Acceptance Testing artifacts.
• Provide leadership and direction to team members relative to compliance with all IS processes (e.g., Incident Reporting, Root Cause Analyses, Change & Release Management, SDLC, Time Reporting, etc.)
• Provide day-to-day operational oversight to the applications support teams.
• Business continuity and disaster planning for business-critical systems, including working with infrastructure and business teams to produce and sustain practical solutions.
• Coordinate with other IT functions (IT Security, Network Operations, etc.) to perform analysis and design of applications and systems.
• Direct and support SAP staff (both internal and external) at various locations.
• Provides ongoing training to applicable staff to develop and encourage their technical and operational performance.
• Lead career development and succession management efforts to ensure retention, motivation, and engagement of current and future team members.
• Ensures company standard practices and procedures are followed in connection with all Information Technology department functions.

*Other duties may be assigned*

 

 

SUPERVISOR RESPONSIBILITIES 

There will be direct supervisor responsibilities for this position.

• Direct and support SAP staff at various locations.
• Responsibilities will include training employees; planning, assisting, and directing the work of others; addressing complaints, and resolving problems.
• Provides ongoing training to applicable staff to develop and encourage their technical and operational performance. Meet with appropriate staff on a timely basis for performance evaluations and goal setting.
• Ensures company standard practices and procedures are followed in connection with all Information Technology department functions.

 

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounter while performing the essential functions of this job. Work is performed in a normal office environment with minimal physical risks involved. The noise level in the work environment is low to moderate.

 

ENVIRONMENTAL POLICY

Carlisle Interconnect Technologies is dedicated to identifying and reducing the environmental impact of its operations, activities, and products. It is our commitment to comply with all applicable laws and other regulatory requirements concerning the environment. We are committed to preventing pollution and continually improving our environmental performance in all our global operations. This will be achieved through a comprehensive Environmental Management System that provides the framework for setting and reviewing environmental objectives and targets of Carlisle Interconnect Technologies.

 

EXPORT COMPLIANCE DISCLAIMER

This position includes access or potential access to ITAR and/or EAR technical data.  Therefore, candidates will need to qualify as a US Person which is defined as a US Citizen, or a Permanent Resident (Green Card Holder).

 

TRAVEL

25 % Travel

Position Requirements

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

 

EDUCATION and/or EXPERIENCE

• Bachelor’s Degree in Computer Science, Information Systems, or a related study, is required.
• Minimum of 5 years of SAP or related experience in various Functional or Technical positions
• Minimum of 3 -5 years of SAP Run Organization leadership experience directly managing L1/2/3 support, SAP Basis services, SAP ABAP Development, and SAP GRC services
• Strong vendor management experience with the ability to set SLAs and ability to track and monitor service operational metrics is desired.
• Ability to coordinate across multiple teams to resolve issues to closure – SAP Architecture, SAP Technical services, Infrastructure, and Networks
• Demonstrated ability to oversee multiple concurrent deliverables of team/SME, developed internal/external relationships, and established cross-team partnerships.
• Good understanding of SAP solutions: SAP, SAP ERP/ECC, SAP BO/BW, SAP HANA, Business Objects, SAP NetWeaver with specific emphasis on PI, BI, Master Data Management, and SAP Mobility.
• Experience in managing multiple priorities to maintain a balance between day-to-day operations and projects.

 

LANGUAGE SKILLS

Ability to read, write, speak, and understand English.

 

REQUIRED JOB SKILLS

• Initiative-taker who thrives in an ever-changing, fast-paced business environment.
• Sets and influences SAP Support Organization. Brings best practices for SLA management, Service Operational Metrics, Change, and Release Management.
• Set up processes and governance to ensure the quality of solutions.
• Excellent project coordination, organizational, and planning skills.
• Excellent verbal and written communication skills.
• Demonstrated leadership skills. Strong negotiation and team-building skills with the ability to create consensus around decisions and mitigate conflicts among different teams.
• Proven leadership and people management expertise in managing a global team of diverse professionals.
• Excellent communication, problem-solving, and customer service skills are essential.
• Exceptional planning and organizational skills with the ability to clearly communicate issues to a wide audience.
• Proven management experience, including managing budgets, staffing levels & quality metrics.
• Enable ERP management: Ensure enterprise architecture lens is leveraged to filter, identify, prioritize, and execute initiatives with a clear line of sight to enterprise strategies and business outcomes.
• Consults with application or infrastructure development projects to fit systems or infrastructure to the broader company architecture, and collaboratively partners with delivery teams to modify the solution architecture to accommodate a specific project need.
• Maintains relationships with SAP ecosystem vendors and maintains vendor roadmaps. Facilitates the evaluation and selection of software product standards.