Senior SAP Incident & Problem Management Lead

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 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.