Senior Manager – SAP Support Operations

The Company

We build the machines that power industry. We are Hitachi Global Air Power, a leading global industrial compressed air manufacturer driving the innovations that keep the world moving.

From our headquarters in Michigan City, Indiana, our compressed air solutions power manufacturing operations all around the globe;

from food and beverage to life-saving pharmaceuticals and cutting-edge semiconductor chips. Our portable compressors provide the air power to build roads and bridges, lay pipelines and aid in oil and gas mining and production.

We are a team of innovators, engineers, and quality experts with a shared vision to create the next generation of efficient, environment-forward compressed air solutions that meet the demands of today, while boldly contributing to a sustainable, circular economy.

With more than 58 years of legacy and trusted performance through our brands - Hitachi, Sullair, and Champion (Australia), we are proud of our reputation for reliability, durability, and performance and groundbreaking engineering.

Join us in building a future where your work has an impact. At Hitachi Global Air Power, you’ll be part of a global network that’s shaping the future of industrial power.

Summary of the position :

The SAP Production Support Leader and Solution Architect is a pivotal role responsible for managing SAP production support operations while simultaneously driving the architecture and design of SAP solutions.

This dual role ensures the stability, efficiency, and performance of SAP systems, while also leading the strategic planning and implementation of SAP solutions to meet business needs.

The role involves working closely with cross-functional teams, IT leaders, and business stakeholders to provide innovative solutions and support excellence.

Duties and responsibilities :

SAP Solution Architecture & Design :

• Lead the architecture and design of SAP solutions, ensuring they meet business requirements and align with the overall IT strategy.
• Collaborate with business stakeholders to analyze needs, define system requirements, and design high-performance SAP solutions.
• Develop detailed architectural blueprints, roadmaps, and integration strategies for new SAP implementations and enhancements.
• Ensure SAP solutions are designed with scalability, security, and performance optimization in mind.

Production Support Management :

• Manage the SAP production support function, ensuring the stability, availability, and reliability of SAP systems.
• Oversee the incident management process, ensuring timely resolution of SAP-related issues and minimization of business disruptions.
• Lead root cause analysis and implement corrective actions to prevent recurring issues.
• Manage high-priority incidents and communicate effectively with stakeholders regarding resolution status and impact.
• Lead and mentor the SAP support team, providing guidance on best practices and driving continuous improvement in support operations.
• Develop and enforce standard operating procedures (SOPs) to ensure effective and consistent support delivery.

Service Level Management :

• Establish and maintain service level agreements (SLAs) for SAP support services, monitoring performance against targets.
• Provide regular reports on service performance, including incident resolution times, system availability, and user feedback.
• Identify areas of improvement and develop action plans to enhance service delivery.

Operational Excellence :

• Develop and implement best practices, standard operating procedures, and guidelines for SAP production support.
• Continuously assess and improve support processes to enhance service quality, efficiency, and user satisfaction.
• Monitor system performance, availability, and reliability, taking proactive measures to address potential issues.

Change & Release Management :

• Coordinate change and release management activities for SAP systems, ensuring seamless implementation of updates, patches, and enhancements.
• Work closely with development and project teams to manage the transition of solutions from development to production.
• Maintain comprehensive documentation of change management activities, ensuring clear communication with all stakeholders.

Stakeholder Collaboration & Communication :

• Act as the primary liaison between IT and business units for all SAP architecture and support issues and service delivery.
• Communicate effectively with stakeholders, providing updates on incidents, service improvements, and system enhancements.
• Provide regular updates on system performance, project progress, and production support metrics to IT leadership and business stakeholders.
• Communicate complex technical concepts clearly to non-technical stakeholders, ensuring alignment and understanding.

Training & Documentation :

• Develop training programs for the support team and end-users to enhance SAP system knowledge and user proficiency.
• Ensure comprehensive documentation of support procedures, incident resolutions, and change management activities.
• Maintain knowledge repositories and support guides to facilitate efficient problem resolution.

Team Leadership & Development :

• Lead, mentor, and develop the SAP support and architecture team, fostering a culture of excellence and continuous learning.
• Conduct performance reviews, identify skill gaps, and implement training programs to enhance team capabilities.
• Encourage collaboration and knowledge sharing within the team to improve overall service delivery.

Risk Management and Compliance :

• Ensure all SAP solutions and support activities comply with regulatory requirements, industry standards, and internal policies.
• Identify potential risks to system stability and security, implementing mitigation strategies to minimize impact.
• Manage data security, access controls, and compliance with data protection regulations.

Qualifications :

• Bachelor’s degree in information technology, Computer Science, Business Administration, or a related field.
• SAP certification in relevant modules or architecture is highly preferred.
• Minimum of 10 years of experience in SAP solution architecture and production support, with at least 5 years in a management role.
• Proven expertise in SAP system design, integration, and support operations.
• Strong understanding of SAP modules, including but not limited to FI / CO, MM, SD, PP, and their integration.
• Excellent leadership and stakeholder management skills.
• Excellent analytical, problem-solving, and communication skills

Preferred Skills

• Experience managing support teams in complex multi-system SAP landscape, preferably in S / 4 HANA environment.
• Knowledge of ITIL framework and best practices in production support.
• Strong problem-solving and analytical skills, with a focus on operational excellence.
• Strong Project management skills with the ability to manage multiple priorities and deliver results.
• Ability to work effectively in a fast-paced environment and drive continuous improvement initiatives.

Key Behaviors

• Manages time effectively, meets deadlines, and achieves established goals and objectives.
• Leads in the establishment, accomplishment, and continuous evaluation of goals.

Direct reports :

The successful candidate is responsible for complying with Hitachi Global Air Power Code of Ethics and related policies. In performing the job, the incumbent shall take all steps necessary to comply with our safety policies and requirements and must actively support the organization's efforts to meet and exceed its goals of creating and maintaining a safe workplace.

This job description is to serve as a guide. It is intended to be flexible and will continue to evolve over time with business needs and demands and may be updated periodically and at the Company's discretion.

Hitachi Global Air Power is an equal opportunity employer and will not discriminate based on race, religion, color, age, gender, sexual orientation, national origin, genetic information, veteran status, physical or mental disability, or other protected categories under applicable law, whether in recruitment, employment, promotion, transfer, compensation, or other conditions of employment.