SAP Application Support Lead

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The SAP Application Support Lead (also referred to as Vendor Services Lead) is the accountable owner for the operational lifecycle of all satellite applications supporting SAP S/4HANA within a RISE Private Cloud environment. Operating within the SAP Center of Excellence, this role provides centralized service ownership for SAP-adjacent and third-party platforms without requiring deep functional subject matter expertise for each individual vendor solution.

This role is responsible for vendor governance, service stability, integration reliability, controlled patching and upgrades, and disciplined incident, problem, and change management aligned to ITIL practices. The Satellite Application Services Lead ensures satellite platforms remain operationally stable, audit-ready, and aligned to SAP and NOVA deployment calendars while enabling functional pillars to focus on business process ownership and value delivery.

ESSENTIAL DUTIES AND RESPONSIBILITIES

CORE OUTCOMES

• Vendor accountability and disciplined governance
• Stable, predictable integrations and data flows into and out of SAP S/4HANA
• Predictable patching and upgrades with controlled operational risk
• Clear, auditable incident, problem, and change management
• Release and change alignment with SAP and NOVA deployment calendars

• SAP S/4HANA – All modules
• Emarsys – Marketing
• Sales & Service Cloud (CRM)
• SAP Cloud ALM
• OMS+ (Quote and Sales Order front end)
• SCT – Carrier integrations, XPS Pack Stations, CSO Carton Space Optimization
• Vistex – Pricing
• WK CCH SureTax – Tax Engine
• Esker – OCR and invoice processing
• Glasswing – Data governance
• Precisely – Scripting and mass change
• SmartyStreets – Address Validation
• Adobe Forms – Output Management

Service Ownership and ITIL Controls

• Own the service portfolio for all satellite applications supporting SAP S/4HANA
• Establish and maintain runbooks, standard operating procedures, and known error documentation
• Lead incident management activities including triage, vendor escalation, communications, and major incident coordination
• Drive problem management through root cause analysis, permanent remediation plans, and trend reporting
• Own change management processes including change records, risk classification, CAB coordination, and deployment windows

• Establish and chair monthly satellite vendor operational service reviews covering SLA performance, incidents, backlog, and trends
• Chair quarterly vendor roadmap and release planning reviews aligned to SAP and NOVA calendars
• Define and maintain SLAs and OLAs clarifying vendor responsibilities versus COE ownership
• Own the formal escalation path for vendor performance, service degradation, and operational risk

• Own release intake across all satellite vendors, including review of vendor release notes and impact identification
• Assess impacts to SAP S/4HANA integrations, downstream processes, and data flows
• Define minimum regression test scope by interface and business scenario in coordination with functional pillars
• Own cutover playbooks including freeze windows, rollback approach, and post-release validation checks
• Maintain baseline configuration and tenant records for all satellite platforms

• Coordinate interface monitoring across middleware, vendors, and SAP platforms
• Ensure appropriate alerting, retry mechanisms, and error handling are in place
• Establish reconciliation controls where required, including pricing, invoice OCR, and carrier status validation
• Define master data and reference data ownership models and change coordination processes
• Coordinate security controls including certificate rotation, API keys, SSO, and technical user lifecycle management

• Coordinate periodic access reviews and recertification for satellite applications
• Ensure logging, traceability, and evidence collection meet SOX and internal audit requirements
• Partner with Information Security to coordinate SOC reports, penetration testing, and vendor risk reviews

• Own a single, centralized intake process for all satellite vendor changes and enhancements
• Prioritize demand in alignment with NOVA governance, SAP roadmap, and functional pillar priorities
• Support project delivery when changes impact the satellite stack, including coordination of vendor professional services

EDUCATION and/or EXPERIENCE

• Bachelor’s degree in Information Systems, Business Administration, Supply Chain, or related field
• Minimum 5 years of experience in enterprise application services, vendor management, or SAP-adjacent platforms
• Strong understanding of ITIL-based service management processes
• Experience supporting SaaS and third-party applications integrated with SAP S/4HANA
• Strong ability to manage vendors, escalations, and operational risk
• Ability to coordinate cross-pillar priorities without owning functional configuration
• Excellent communication, documentation, and stakeholder management skills

• ITIL certification
• Experience supporting SAP S/4HANA RISE Private Cloud environments
• Experience with SAP Cloud ALM or Solution Manager
• Background in distribution, logistics, finance, or high-volume transaction environments
• Familiarity with SAP Activate and structured program governance models