SAP Service Delivery Management Run Lead

Trident Seafoods•Seattle, WA

5d•Hybrid

About The Position

This position is not eligible for immigration sponsorship. All qualified candidates must be legally authorized to work in the United States without employer sponsorship. About Trident Seafoods. Trident Seafoods is North America's largest vertically integrated seafood harvesting and processing company. Trident is a privately held, 100 percent USA-owned company with global operations in 6 countries and serves customers in almost 60 countries. Headquartered in Seattle, Washington (USA), Trident employs approximately 7,700 people worldwide each year and partners with over 2,700 independent fishermen and crewmembers in Alaska. Trident catches and processes virtually every commercial species of salmon, whitefish, and crab harvested in the North Pacific and Alaska. The global supply chain also encompasses cultured and wild species sourced from an international network of trusted suppliers. Summary: The SAP Operations Lead will manage SAP service delivery and run support, working closely with the SAP COE team to ensure the day-to-day stability and performance of Trident's mission-critical SAP landscape. This role owns the end-to-end SAP support lifecycle — from incident triage and ITSM tool management to documentation, metrics reporting, and stakeholder communication. The position also serves as the primary point of contact for Trident's global business community on all SAP support matters and leads the demand intake and prioritization process for new technology requests. The ideal candidate is a structured, process-driven IT operations leader who builds strong relationships across business and technology teams, communicates with clarity and transparency, and drives continuous improvement across people, process, and tools.

Requirements

Bachelor's degree in information systems management, Computer Science, Engineering, or a related discipline
10+ years of IT or equivalent experience in lieu of advanced degree considered
8+ years of experience in SAP Service Delivery, IT Operations Management, or equivalent role
Proven track record managing SAP support operations, SLA performance, and incident management (including P1/P2 triage)
Strong experience with ITSM tools (e.g., ServiceNow, Jira Service Management, or equivalent) in an SAP support context
Experience managing offshore/nearshore delivery models and supplier collaboration
Familiarity with ITIL Framework; ITIL certification preferred
Experience managing end-to-end SAP ECC or S/4HANA implementation cycles
Demonstrated experience maintaining RAID logs, MoM documentation, and operational reporting
Business process expertise across multiple domains (e.g., Supply Chain, Finance, Procurement) with understanding of how SAP enables integrated processes
Flexibility for global time zones working conditions
Legally authorized to work in the United States without employer sponsorship

Nice To Haves

Master's degree preferred
Strong organizational, communication, and interpersonal skills
Excellent problem-solving and analytical skills with a structured, process-oriented mindset
Ability to manage ambiguity and deliver successful outcomes under pressure
Comfortable operating in a global, matrixed organization
Confident communicating with senior and executive-level stakeholders

Responsibilities

Own and manage the ITSM tool for SAP support — ensuring tickets are accurately logged, triaged, prioritized, and resolved within defined SLAs
Triage and lead resolution of critical incidents (P1s and P2s) by owning and facilitating bridge calls through to closure
Serve as the primary point of contact (POC) for Trident's global business community on all SAP support-related matters
Proactively monitor, track, and report on open issues, risks, and blockers to minimize business disruption
Monitor SAP COE team performance and quality using defined metrics, KPIs, and status reporting
Advise team on work prioritization and ensure alignment with business urgency and strategic priorities
Partner with COE team leads and offshore delivery partners to maintain high-quality, consistent support outcomes
Manage and coordinate internal SAP delivery projects as needed, ensuring on-time and on-budget execution
Own and manage the business technology demand intake process for new SAP-related requests from the business
Coordinate intake reviews, assess feasibility and priority, and ensure proper routing to the appropriate delivery teams
Maintain a RAID log (Risks, Assumptions, Issues, Dependencies) and provide weekly updates on progress to stakeholders
Facilitate regular SAP support meeting cadences and issue Minutes of Meeting (MoM) after each session
Ensure SAP support and landscape documentation is always current, accurate, and accessible
Identify and drive opportunities for continuous improvement across SAP operations, support processes, and tooling
Lead change management activities related to SAP support transitions or operational process updates
Participate in SAP project elaboration, implementations, and improvement initiatives as a key operations stakeholder
Provide clear, concise, and transparent communications to business and technology stakeholders at all levels
Communicate proactively on incident status, project milestones, demand pipeline, and operational health
Build and foster positive, productive relationships across global business units, technology partners, and COE teams
Complete required environmental and safety training programs per Trident policy
Notify designated personnel of any environmental or safety incidents or risks not previously documented