Sr. Manager, SAP Application Support

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

Benefits offered by this job

Base Salary

Annual Bonus Program

Equity

401(k) Profit Sharing

Job summary

Grocery Outlet Inc. in Emeryville seeks a Sr.

Manager, Application Support to lead the end-to-end Run function across SAP and non-SAP systems supporting Merchandising, Purchasing, Supply Chain, Finance, and Store systems. You will drive incident and problem management, oversee vendor coordination, and partner with Product, Engineering, and Enterprise Architecture to push for proactive reliability and continuous improvement.

Qualifications

• 8–12+ years in application/support or IT operations with leadership experience.
• Strong experience supporting SAP ERP (S/4/ECC), particularly MM, SD, and/or FICO modules.
• Proven incident management, problem management, and root cause analysis experience.
• Deep understanding of enterprise systems across merchandising, purchasing, supply chain, finance and store systems.
• Experience managing integrated SAP and non-SAP environments.
• Familiarity with ITIL frameworks and governance models.
• Excellent collaboration and stakeholder management skills.

Responsibilities

• Own end-to-end application support across SAP and non-SAP systems.
• Lead incident management processes, triage, prioritization, and resolution.
• Drive root cause analysis and ensure permanent resolution of issues.
• Collaborate with Product, Engineering, and Enterprise Architecture teams.
• Manage external vendors and AMS partners supporting SAP and non-SAP systems.
• Provide governance, reporting, and KPI tracking on system health and incidents.
• Build and lead a high-performing Run team with a culture of accountability.

Skills

Leadership

Incident management

Root cause analysis

ITIL familiarity

Stakeholder management

Cross-functional collaboration

Strong communication

Education

Bachelor’s degree in Computer Science or related field

Tools

SAP ERP (S/4/ECC)

SAP MM

SAP SD

SAP FICO

Job description

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 → 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

Incident & Problem Management

• 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 → proactive improvement
  Identify opportunities for automation, monitoring, and operational efficiency
  Establish a Run insights loop, feeding recurring issues into product and engineering backlogs

Cross-Functional Collaboration

• 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

Operational Governance & Reporting

• 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

This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.