Manager Incident & Problem Management

Kforce Inc; West Palm Beach (FL); On-site; USD 120,000 - 170,000; Full time

Job summary

Kforce Inc. is seeking a Manager Incident & Problem Management in West Palm Beach, FL to lead the MIM process for SAP disruptions, host emergency bridges, and craft executive communications during outages.

You will partner with SAP, vendor teams, and internal IT leaders to ensure rapid, coordinated responses and lasting fixes. The role requires 5+ years in ITSM or incident management within SAP, strong RCA capabilities, and proven vendor management experience.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Minimum of 5+ years of experience in Major Incident Management, Problem Management, or IT Service Management within an SAP environment.
• Proven experience in vendor management, overseeing AMS partners and SLA enforcement.
• Demonstrated expertise in SAP S/4HANA systems and architecture.
• Strong proficiency in leading root cause analysis (RCA) and maintaining a Known Error Database (KEDB).
• Exceptional communication skills, able to draft executive-level communications during critical outages.
• Strong analytical mindset for monitoring incident trends and identifying training gaps.
• Proven ability to lead emergency technical bridges and command response efforts under high-pressure situations.

Responsibilities

• Lead the Major Incident Management (MIM) process for Priority 1 and Priority 2 SAP disruptions.
• Host and facilitate emergency technical bridges coordinating rapid response across IT and vendors.
• Draft and distribute executive communications during outages to IT Leadership and sponsors.
• Lead post-mortem analysis to decrypt root causes of systemic failures.
• Partner with SAP development and QC teams to design permanent fixes and prevent recurrence.
• Maintain the Known Error Database (KEDB) to accelerate future triage.
• Oversee daily operations of AMS partners and enforce SLAs with vendors.
• Ensure seamless ticket hand-offs between external support and internal engineering teams.
• Monitor daily incident volumes across Finance, Operations, and Supply Chain.
• Identify training gaps from spike in How-To tickets and feed back to change managers.

Skills

Major Incident Management

Problem Management

ITSM

Vendor Management

SAP S/4HANA

Root Cause Analysis

Executive Communications

Analytics Mindset

Incident Bridging

Education

Bachelor's degree in IT/CS or related field

Tools

SAP

AMS Management Tools

KEDB / Knowledge Base Tools

Job description

Kforce has a client that is seeking a Manager Incident & Problem Management in West Palm Beach, FL.

Responsibilities

• Lead the Major Incident Management (MIM) process for all Priority 1 (Critical) and Priority 2 (High) SAP disruptions
• Host and facilitate emergency technical bridges, coordinating rapid response efforts across internal IT infrastructure, SAP Basis, network teams, and external vendors
• Draft and distribute clear, business-centric executive communications during outages, keeping the IT Leadership, Corporate Sponsors, and OpCo Presidents continuously informed of impact and estimated recovery times

Problem Management & RCA

• Lead the post-mortem analysis for all major incidents to effectively decrypt the root cause of systemic failures
• Partner with the SAP development and QC teams to design and deploy permanent structural fixes, actively preventing the recurrence of known errors
• Maintain the CoE's Known Error Database (KEDB) to accelerate and streamline future triage efforts

AMS & Vendor Governance

• Oversee the daily operations of external Application Management Services (AMS) partners, functioning as the Tier 1 and Tier 2 support teams
• Enforce strict adherence to Service Level Agreements (SLAs), holding external vendors strictly accountable for response times, resolution quality, and ticket backlog reduction
• Ensure seamless ticket hand-offs between the external support desk and the CoE's internal Level 3 engineering teams

Operational Analytics & Trend Spotting

• Monitor daily incident volumes across all core business domains, including Finance, Operations, and Supply Chain
• Identify spikes in "How-To" tickets that indicate a failure in user training rather than a system defect, and feed this intelligence back to change managers to proactively update training materials

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience)
• Minimum of 5+ years of experience in Major Incident Management, Problem Management, or IT Service Management within an SAP environment
• Proven experience in vendor management, specifically overseeing Application Management Services (AMS) partners and SLA enforcement
• Demonstrated expertise in SAP S/4HANA systems and architecture
• Strong proficiency in leading root cause analysis (RCA) and maintaining a Known Error Database (KEDB)
• Exceptional communication skills, with the ability to draft executive-level communications during critical outages
• Strong analytical mindset for monitoring incident trends and identifying training gaps
• Proven ability to lead emergency technical bridges and command response efforts under high-pressure situations

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.