Job Description Job Description SUMMARY
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

CORE SYSTEMS UNDER CO-OWNERSHIP

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

ESSENTIAL DUTIES AND RESPONSIBILITIES
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

Vendor Governance and Accountability

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

Patch and Upgrade Management

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

Integration and Data Controls

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

Compliance, Security, and Audit

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

Demand and Enhancement Intake

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

REQUIREMENTS:
QUALIFICATIONS

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

PREFERRED QUALIFICATIONS

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

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SAP Vendor Application Support Lead