Senior SAP Operations Manager

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

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The Opportunity:
The Senior Operations Manager has overall responsibility for the Operations Tasks of the federal contract and is intimately familiar with the systems and process architecture for supporting and administering a public Cloud (AWS) hosted SAP Business Suite system, executing SAP Upgrades & Migrations for SAP Business Suite on HANA (and S/4HANA), and supporting the Cloud based environment. The job includes working closely with Professional Service Provider Team members, Solution Architects, Cloud Architects, Basis Administrators, Application Developers, Business Process Analysts and Customer Service agents.  The role also includes direct engagement with customers, program sponsors, and stakeholders. The Senior Operations Manager is accountable for meeting and exceeding key program Service Levels and Acceptable Quality Level (AQL) metrics in operations areas, such as Service Desk Operations, Customer Satisfaction, Systems Availability and Performance.

Responsibilities:

Summary of the Senior Operations Manager key responsibility areas:

• System Uptime & Performance:
  • Accountable for the 24/7 availability and optimal performance of all SAP systems (e.g., S/4HANA, ECC, BW, CRM, SRM, APO, GRC, Solution Manager, etc.) and their underlying infrastructure in conjunction with our cloud service provider (databases, operating systems, servers, storage, network).
  • Define, monitor, and report on acceptable quality limits (AQLs) and service level agreements (SLAs) for system availability and performance.
  • Proactively identify and address performance bottlenecks, resource constraints, and potential issues before they impact business operations.
• Team Leadership & Management:
  • Lead, mentor, and develop a team of SAP Basis administrators, operations specialists, and customer service (Service Desk) support personnel.
  • Conduct performance reviews, set goals, and provide ongoing feedback and coaching.
  • Foster a collaborative and high-performing team environment.
• Incident & Problem Management:
  • Oversee the incident management processes in ServiceNow for application and system related issues, ensuring timely resolution and adherence to established escalation procedures.
  • Lead root cause analysis (RCA) for critical incidents and implement preventative measures to avoid recurrence.
  • Manage problem tickets in ServiceNow, track their progress, and ensure effective communication with stakeholders.
• Change & Release Management:
  • Collaborate with development and project teams to ensure smooth and controlled deployment of changes, patches, upgrades, and new functionalities into production.
  • Ensure adherence to change management policies and procedures, including thorough testing and documentation.
  • Manage SAP change and release management system (ChaRM) and ensure consistency across landscapes.
  • Manage SAP solution documentation (SOLDOC) availability and reliability for team member search, download, and upload for all required technical documents.    
• Maintenance & Housekeeping:
  • Plan and execute regular preventative maintenance activities, including system health checks, database reorganizations, log file management, and archiving.
  • Support Service Desk and project team requirements for ServiceNow configuration changes, annual vendor upgrades to the software, and analysis of any reported ServiceNow operation issues.
• Monitoring & Alerting:
  • Manage implementation and maintenance of robust monitoring tools and alerting mechanisms for systems and underlying infrastructure in conjunction with our cloud service provider.
  • Oversee configured alerts for critical events, performance thresholds, and security anomalies. Ensure prompt response to alerts and proactive intervention.
• Security & Compliance:
  • Collaborate with cyber security team to ensure system security adherence to government policies, industry best practices, and regulatory requirements.
  • Oversee the technology and applications for user access management, role maintenance, and security patching.
  • Manage audit trails and support internal and external audit activities related to system operations in conjunction with our cloud service provider.
• Capacity Planning & Optimization:
  • Monitor system resource utilization and forecast future capacity requirements based on business growth and project demands.
  • Propose and implement infrastructure scaling solutions (on-premises or cloud) to meet performance and availability targets.
  • Identify opportunities for system optimization and cost reduction.
• Vendor Management:
  • Manage relationships with SAP, third-party vendors, and service providers for related support, licensing, and professional services.
  • Work with Business Operations to oversee contract adherence and service delivery from vendors.
  • Track maintenance contracts, software license, and security certificate renewals using ServiceNow Contracts application.
• Documentation & Reporting:
  • Maintain comprehensive documentation of system architecture, configurations, operational procedures, and troubleshooting guides.
  • Generate and present regular reports on system performance, availability, incident trends, and capacity utilization.
• Continuous Improvement:
  • Stay abreast of new SAP technologies, industry trends, and best practices in operations and maintenance.
  • Identify, propose, and implement approved automation opportunities to streamline operational tasks.
  • Drive initiatives to improve efficiency, reliability, and cost-effectiveness of operations.

Qualifications:

Required: 

• Bachelor's degree in computer science, information technology, engineering, or a related field.

• Education, experience, and certifications should demonstrate proficiency in Service Management, Computer Systems Operations, Cyber Security, and Business Administration

• The Senior Operations Manager should have a minimum of 10 years of progressive experience in SAP Basis administration and operations, with at least 5 years in a leadership or managerial role overseeing a large SAP landscape (federal experience preferred).

• Minimum 3 years’ Experience leading Operations, Maintenance, and Customer Service functions for an enterprise-level SAP Supply Chain solution (federal experience preferred).

• Extensive knowledge of IT operations in a multi-stakeholder environment that includes public facing federal solutions  

• Extensive experience with various SAP modules and components (e.g., S/4HANA, ECC, BW, CRM, PI/PO, Solution Manager) with a minimum of 2 years’ experience with SAP CRM and SRM

• Demonstrated experience with SAP deployments on cloud platforms (e.g., AWS, SAP RISE/PCE) or extensive experience in managing large on-premises SAP infrastructures.

• Minimum of three years’ experience with SAP software component upgrades

• Proven track record of managing and resolving complex SAP-related incidents and problems.

• Experience with ITIL framework (ITIL Foundation certification preferred) and ITSM processes as implemented in ServiceNow

• Experience aligning innovative solutions with customer priorities and project management.

Desired:

• Master’s Degree in technical or business administration

• Experience working on Federal/Public sector SAP projects

• Program management certification (e.g., PMP, PgMP, DAWIA Level III, or FAC P/PM Leve l III)

• ITIL Foundation or higher certification and/or ServiceNow system administrator certification

• SAP certification in a technical, functional, or process discipline

• Cloud infrastructure or security certification (e.g., AWS Certified Solutions Architect, Azure Administrator Associate, Cloud Service Professional)  

• 3 years’ experience leading projects in compliance with AQLs or Quality Assurance measures

• 3 years’ experience with Agile methodologies Experience implementing and supporting SAAS applications

• 2 years' experience with Solution Manager configuration, maintenance, and administration.

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What You Can Expect:

 

A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

 

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

 

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

 

Your potential is limitless. So is ours.

Learn more about CACI here.

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Pay Range: There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here.

Since this position can be worked in more than one location, the range shown is the national average for the position.

The proposed salary range for this position is:

$105,100-$231,100

CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.