Director, SAP Operations

Colonial Group; United States; On-site; USD 180,000 - 240,000; Full time

Job summary

VertexOne is seeking a Director, SAP Operations to lead SAP AMS delivery for utility clients with globally distributed onshore and offshore teams. You will drive client satisfaction, service delivery excellence, and financial performance across complex environments.

Responsibilities include owning SLA performance, incident management, governance, and executive stakeholder management, while managing vendor relationships and continuous improvement across the AMS organization.

Qualifications

• 10+ years leading SAP AMS delivery or IT service delivery.
• 8+ years serving utility clients with SAP IS-U and Meter-to-Cash.
• Experience leading onshore/offshore delivery teams and vendors.
• Strong ITIL governance and SLA-driven support experience.
• Proven executive client relationship management.
• Financial management of managed services contracts.

Responsibilities

• Lead SAP AMS delivery for multiple utility clients with high-quality support.
• Manage globally distributed teams of SAP consultants, analysts, and partners.
• Act as executive point of contact driving governance and trust.
• Own SLA performance, incidents, and service improvements.
• Lead escalations, outage communications, and cross-functional resolution.
• Oversee vendor relationships and delivery accountability.
• Drive portfolio financial performance including revenue and profitability.
• Promote continuous improvement and delivery best practices.

Skills

SAP Operations Leadership

ITIL & Governance

Executive Stakeholder Mgmt

Global Delivery Management

Financial Management

SLA/KPI Management

Communication Skills

Tools

SAP IS-U

SAP S/4HANA

ITIL Certifications

Job description

VertexOne is seeking a Director, SAP Operations to lead a portfolio of utility clients and oversee the delivery of SAP managed services across globally distributed onshore and offshore teams. This role is responsible for client satisfaction, service delivery excellence, operational performance, financial results, and strategic account leadership across complex utility environments.

What You'll Do

• Lead SAP Application Management Services delivery for multiple utility clients, ensuring high-quality support and operational excellence.
• Manage globally distributed teams of SAP functional and technical consultants, support analysts, and delivery partners.
• Serve as the executive point of contact for client stakeholders, driving trusted advisor relationships and executive governance.
• Own SLA performance, incident management, service improvement initiatives, and operational KPIs.
• Lead major client escalations, outage communications, and cross-functional problem resolution.
• Manage vendor and partner relationships to ensure seamless delivery and accountability.
• Oversee portfolio financial performance, including managed services revenue, profitability, utilization, and change requests.
• Drive continuous improvement, governance, compliance, and delivery best practices across the AMS organization.

Job Requirements/Qualifications:

• 10+ years of experience leading SAP Application Management Services delivery or IT Service Delivery organizations.
• 8+ years supporting utility clients with deep expertise in SAP IS-U and Meter-to-Cash processes.
• Experience leading onshore/offshore delivery teams and third-party vendors.
• Strong background in SLA-driven support organizations, ITIL processes, and operational governance.
• Proven success managing executive client relationships and high-priority escalations.
• Solid financial and commercial management experience, including managed services contracts and revenue accountability.
• Excellent leadership, communication, and stakeholder management skills.

Preferred Qualifications

• SAP Utilities (IS-U) expertise across Billing, FICA, Device Management, and Customer Operations.
• Experience with SAP S/4HANA transformations, cloud platforms, and 24x7 support environments.
• ITIL and/or SAP certifications.

Success in this role means delivering exceptional client outcomes, leading high-performing global teams, achieving operational and financial targets, and serving as a trusted strategic partner to utility clients.