IT Manager – ERP Application Service Maintenance

Role Summary

IT Manager – ERP Application Service Maintenance based in Raritan, NJ, responsible for end-to-end SAP ERP application service management, including S/4HANA, SAP BW/4HANA, and SAP ECC Global Finance services. Focuses on service level management, incident/problem/change management, knowledge management, compliance activities, and continuous service improvement, with an emphasis on automation to improve IT product quality.

Responsibilities

• Manage Service Level Management, Application & Technology Portfolio Management, Incident/Problem/Change Management, Knowledge Management, and Compliance Activities; drive Continuous Service Improvement.
• Provide End-to-End understanding of customer needs and system performance using industry-leading tools and approaches.
• Support SAP ERP Application maintenance for S/4HANA, SAP BW/4HANA, and SAP ECC Global Finance services; ensure services meet agreed targets.
• Improve IT product quality through preventative measures and automation; monitor SLAs/OLAs/Contracts; define service level requirements and perform reporting/ reviews.
• Review forecasts, pricing, and billing with partners/customers; educate partners and users on engaging with Application Management (AM).
• Manage NC/CAPA; maintain AM portfolio of business applications and CMDB data accuracy; perform impact assessments and cost estimates.
• Oversee Incident Management; collaborate with technology service teams to investigate incidents end-to-end with minimal hand-offs; guide root cause analysis and prioritization.
• Maintain Knowledge Lifecycle (strategy, capture, structuring, retention, access, and sharing).

Qualifications

• Required: Bachelor's degree in Computer Science, Information Technology, Computer Applications, or related field and 7 years of experience in the job offered or in a related ERP Application Service Maintenance management role.

Skills

• Experience with SAP ERP application maintenance (S/4HANA, BW/4HANA, ECC) and Global Finance services.
• Strong knowledge of Incident/Problem/Change Management, Service Level Management, and CSI.
• Ability to work cross-functionally with technology service teams and partners; excellent analytical and cost-estimation capabilities.
• Familiarity with CMDB data management and knowledge lifecycle practices.

Education

• Bachelor's degree in Computer Science, Information Technology, Computer Applications, or related field (as noted under Qualifications).

Additional Requirements

• Location: Raritan, New Jersey; Full-Time role.