Incident and Problem Senior Lead

Job Description

Job Description:

The Incident and Problem Senior Lead will be responsible for driving service management governance, operational resilience, and incident management leadership across critical SAP environments during a period of significant enterprise transformation, including the parallel operation of SAP ECC and SAP RISE landscapes.

To support the complexity of managing multiple mission-critical environments simultaneously, a Control Tower operating model will be established to provide centralized visibility, proactive monitoring, and coordinated incident response across the technology ecosystem. This role will ensure the operational model is effectively implemented, enabling faster incident resolution, improved service reliability, and stronger governance across technology teams and service providers.

The position will play a key leadership role in ensuring Service Readiness for SAP RISE and other emerging cloud-based services, defining operational governance frameworks, support processes, and readiness standards required to successfully transition services from project delivery into steady-state operations.

As a senior leader within Service Management, this role will focus on driving systemic reliability improvements, strengthening operational resilience, and establishing scalable governance structures that enable seamless integration between legacy platforms and future-state cloud services.

The successful candidate will work closely with technology leadership, program teams, and service partners to ensure critical services operate with high reliability, strong governance, and continuous operational improvement.

What are we looking for?

• 8+ years of experience in IT Service Management, IT Operations leadership, or enterprise platform support, preferably in large global organizations

• Strong experience leading Major Incident Management and Problem Management practices across complex technology environments

• Experience supporting large-scale ERP ecosystems, preferably including SAP landscapes or other mission-critical enterprise platforms

• Demonstrated ability to lead cross-functional operational response during high-severity incidents, coordinating multiple technical teams and external partners

• Deep understanding of ITIL-based service management frameworks, including incident, problem, and service governance practices

• Experience in defining and implementing operational governance models, escalation frameworks, and service management processes

• Strong analytical capabilities with experience using operational metrics, trend analysis, and reporting to drive service improvements

• Excellent stakeholder communication skills, with the ability to provide structured updates and recommendations to senior leadership during critical incidents

• Experience working in global environments with distributed teams and multi-vendor ecosystems • Bachelor’s degree in Information Technology, Computer Science, Engineering, or equivalent experience

What will be your key responsibilities?

Major Incident Management Leadership

Lead the response to high-impact incidents across multiple technology domains, ensuring rapid mobilization of cross-functional teams to restore services and minimize business disruption.

Escalation Governance & Executive Communication

Define and enforce escalation frameworks across technology teams and vendors, providing clear and structured communication to senior leadership and business stakeholders during critical incidents.

Root Cause Analysis (RCA) & Prevention Strategy

Drive structured root cause analysis processes and ensure permanent corrective actions are implemented, focusing on systemic problem resolution to reduce incident recurrence and improve service reliability.

Operational Resilience & Continuous Improvement

Strengthen platform resilience by identifying systemic risks, operational weaknesses, and recurring incident patterns across applications, infrastructure, integrations, and cloud services.

Trend Analysis, Metrics & Service Governance

Monitor service management performance through SLA and KPI tracking, leveraging operational analytics, reporting, and automation to continuously improve service effectiveness.

Crisis Management & War Room Leadership

Establish and lead war room structures during critical incidents, coordinating response efforts across technology teams, service providers, and external vendors to ensure efficient resolution.

Service Readiness for SAP RISE & Cloud Services

Define operational readiness requirements for SAP RISE and other cloud-based services, including monitoring frameworks, support procedures, escalation models, and operational governance standards.

Operational Support Model for Dual Landscapes

Ensure effective service management processes across environments running in parallel (SAP ECC and SAP RISE), maintaining operational stability while supporting transformation initiatives.

Service Management Process Evolution

Develop and evolve incident, problem, and governance processes to support SAP RISE adoption and broader cloud transformation initiatives.

Proactive Incident Management Culture

Promote a proactive operational culture through predictive analytics, automation, and continuous improvement practices aimed at reducing operational risk and improving service reliability.

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