Sr. Manager, SAP Application Support

Grocery Outlet; Emeryville (CA); On-site; USD 140,000 - 160,000; Full time

Benefits offered by this job

Annual Bonus Program

Equity

401(k) Profit Sharing

Job summary

Grocery Outlet is seeking a Sr. Manager, Application Support, to lead the application support function across SAP and non-SAP systems. This role ensures system stability and incident management while driving proactive problem management.

The ideal candidate will take ownership of incident processes and manage both internal teams and external vendor relationships. A strong focus is placed on improving system reliability and reducing incident volumes. A Bachelor's degree and significant experience in application support are required.

Qualifications

• 8–12+ years of experience in application support or IT operations, with leadership experience.
• Proven experience in incident management, problem management, and root cause analysis.
• Deep understanding of enterprise systems across Merchandising, Supply Chain, Finance, and Store systems.

Responsibilities

• Own end-to-end application support across SAP and non-SAP systems.
• Lead incident management processes including triage, prioritization, and resolution.
• Establish SLAs, monitor performance, and ensure adherence.

Skills

Application support

SAP ERP (S/4 or ECC)

Incident management

Problem management

Root cause analysis

Collaboration skills

Stakeholder management

Education

Bachelor’s degree in Computer Science, Engineering, or related field

Tools

SAP

ITIL frameworks

Job description

Mission & Vision

• Our Mission: Touching lives for the better
• Our Vision: Touching lives by being the first choice for bargain-minded consumers in the U.S.

About the Team

Our IT team’s mission is to push the boundaries of technology with the intention of going above and beyond to aid stores and customers and deliver timely solutions to benefit all members of Grocery Outlet. Our team consists of problem solvers and go-getters dedicated to service-oriented and solving important problems.

About the Role

The Sr. Manager, Application Support is responsible for leading the end-to-end application support function (Run) across SAP and non‑SAP systems supporting Merchandising, Purchasing, Supply Chain, Finance, and Store systems. This role ensures system stability, incident management, root cause resolution, and continuous improvement across enterprise applications. The position will lead a team responsible for managing production support, vendor coordination, and operational excellence, while partnering closely with Product, Engineering, and Enterprise Architecture teams. A key focus is driving the shift from reactive issue resolution to proactive problem management and system reliability, ensuring that recurring issues are identified, analyzed, and permanently resolved. This position reports to the VP, Business Solutions.

Responsibilities Include

• Own end-to-end application support across SAP and non‑SAP systems
• Establish clear ownership of incident management, problem management, and service delivery
• Ensure high system availability, performance, and reliability across business‑critical platforms
• Lead incident management processes, including triage, prioritization, and resolution
• Drive root cause analysis (RCA) and ensure issues are tracked to permanent resolution
• Reduce recurring incidents through structured problem management practices
• Establish SLAs, monitor performance, and ensure adherence
• Oversee support for SAP ERP (S/4 or ECC) and related modules (MM, SD, FICO)
• Manage support across integrated systems including WMS, TMS, store systems, and financial applications
• Ensure seamless data flow and system integration stability across platforms
• Implement processes to move from reactive support to proactive improvement
• Identify opportunities for automation, monitoring, and operational efficiency
• Establish a Run insights loop, feeding recurring issues into product and engineering backlogs
• Partner with Product teams to align on prioritization of enhancements and fixes
• Work closely with Engineering and Architecture to address systemic issues
• Collaborate with PMO on governance, reporting, and prioritization
• Manage external vendors and AMS partners supporting SAP and non‑SAP systems
• Ensure vendor accountability for SLA adherence, quality, and delivery
• Drive reduction in vendor dependency by strengthening internal capabilities
• Provide regular reporting on incidents, trends, root causes, and system health
• Track KPIs such as incident volume, resolution time, and repeat issues
• Build and lead a high‑performing application support team
• Foster a culture of accountability, ownership, and continuous improvement

About The Pay

• Base Salary Range: $140,000 - $160,000 Annually
• Annual Bonus Program
• Equity
• 401(k) Profit Sharing
• Final compensation will be determined based on experience and skills and may vary based on location.

About You

• 8–12+ years of experience in application support, production support, or IT operations, with leadership experience
• Strong experience supporting SAP ERP (S/4 or ECC), particularly MM, SD, and/or FICO modules (required)
• Proven experience in incident management, problem management, and root cause analysis
• Deep understanding of enterprise systems across:
  • Merchandising and Purchasing
  • Supply Chain and Logistics
  • Finance systems
  • Store systems
• Experience managing integrated SAP and non‑SAP environments
• Strong experience working with AMS vendors and offshore teams
• Demonstrated ability to:
  • Drive issues to permanent resolution (not just quick fixes)
  • Establish support processes, SLAs, and governance models
  • Improve system reliability and reduce incident volume
• Familiarity with ITIL frameworks and best practices
• Strong collaboration skills across Product, Engineering, and Business teams
• Excellent communication and stakeholder management skills
• Bachelor’s degree in Computer Science, Engineering, or related field

Equal Opportunity Employer
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For further information, please review the Know Your Rights notice from the Department of Labor.