Associate Director - SAP Applications Support

Purpose:

Responsible for overseeing SAP operations encompassing Commercial (SD and GTS), Logistics (WM), and integration with satellite systems. Oversee minor/major enhancements under the ERP unit, making sure standards, governance, on-time delivery, and quality requirements are met.

This position reports to the Senior Director, ERP Application Management.

Qualification & experience:

1. Requires a bachelor's degree in engineering, business, computer information systems, or related field.

2. Over 15 years of global application support management experience, with expertise in SAP Commercial (SD and GTS) and Logistics (WM) modules, project management, and business application design.

Key Responsibilities:

1. SAP Operations Management:

- Ensure SAP services adhere to SLAs and regulatory requirements.

- Collaborate with IT stakeholders and business units for effective SAP utilization.

2. Project Management and Enhancements Oversight:

- Together with release/project managers, manage minor/major enhancements in ERP unit, ensuring alignment with scope, budget, and quality standards.

- Establish governance methods for project implementations and budgetary decisions.

- Work together with stakeholders to prioritize and manage the influx of change demands.

3. Team Leadership:

- Lead and manage a globally dispersed SAP application support team. Provide functional guidance and leadership.

- Lead and manage release/project managers to implement minor/major enhancements in ERP unit.

- Formulate policies within the scope of responsibility and adapt to departmental goals.

4. Documentation and Compliance:

- Create documentation for system modifications in compliance with change control guidelines.

- Oversee production operation tasks such as upgrades, patches, and release management.

5. Process Improvement:

- Identify areas for automation and process enhancements to increase productivity.

- Support month-end, quarter-end, and year-end activities with elevated support.

6. Incident Management:

- Investigate and resolve complex, high-impact issues and incidents.

- Collaborate with IT suppliers and other support teams as needed.

7. Integration and Interdependencies:

- Ensure integration of interdependent projects and global support tracks.

- Manage internal and external resources to optimize team performance.

8. Team Management:

- Manage team members' hiring, development, performance planning, and terminations.

- Encourage change procedures and information sharing to enhance business assistance.

9. Effectively handle escalated situations.

10. A member of the ERP Application Support Unit leadership group.

Other Criteria:

1. Proficient in project management methodologies, handling multiple enhancement requests concurrently, and understanding ITIL standards for incident, problem, and change management.

2. Demonstrated success managing a team of more than 15 people.

3. Industry certifications such as PMP, ITIL, or SAP is advantageous.

4. Experience collaborating with multinational business and IT groups, understanding satellite systems, and SAP module interactions.

5. Excellent written and verbal communication skills, demonstrated team management experience.

6. Proficient in application system design, development, and implementation, with knowledge of project lifecycle phases, data management, and corporate reporting requirements.

7. Strong commitment to process improvement, adept at time management and prioritization.

8. Skilled in analytical problem-solving, networking, and effective collaboration with internal and external teams.

9. Capable of functioning well in team settings and under pressure situations.