[Hiring] SAP Operations and Metrics Manager @JTS Usa

Role Description

We are seeking an SAP Operations Manager to serve as the operational bridge between SAP technical delivery teams and the reporting/analytics function. This role will own the timely collection, validation, consolidation, and delivery of repeatable monthly source data used for managed-services performance reporting, customer service reviews, and internal operational metrics.

The successful candidate does not need to be an SAP technical specialist, but must understand SAP landscapes and managed-services operations well enough to translate operational activity into accurate, consistent, decision-ready reporting. Typical IT service measures include:

• SLA attainment
• Incident volume and resolution trends
• Availability
• Change success
• Backlog
• Service-request performance

This is an ideal role for a highly organized IT operations or service-delivery professional who enjoys turning fragmented technical operational data into reliable management information.

Key Responsibilities

• Act as the central liaison between SAP technical teams—including BASIS, cloud/infrastructure, database, monitoring, service desk, and application support—and the reporting/analytics team.
• Establish and manage a monthly reporting calendar, data-request schedule, ownership matrix, validation checkpoints, and delivery deadlines.
• Gather raw operational data from relevant sources such as ServiceNow, monitoring platforms, SAP operations tools, spreadsheets, ticketing queues, and team-maintained trackers.
• Consolidate data into standardized, repeatable monthly source-data packages for reporting teams and leadership.
• Validate completeness, accuracy, consistency, period alignment, duplicate records, metric definitions, and exceptions before data is delivered.
• Maintain a clear data dictionary that documents each metric's business definition, source system, calculation logic, reporting cadence, owner, and known limitations.
• Coordinate follow-up with technical teams when data is late, incomplete, inconsistent, or requires explanation.
• Support monthly service reports, operational reviews, executive dashboards, Monthly Service Reviews (MSRs), Quarterly Business Reviews (QBRs), and customer reporting as required.
• Identify data-quality gaps, manual reporting bottlenecks, and process weaknesses; recommend standardization, automation, and improved controls.
• Track reporting actions, recurring performance issues, and improvement initiatives through to closure.
• Partner with service delivery leadership to ensure reporting reflects contractual SLAs, operational performance, risks, trends, and service-improvement opportunities.
• Assist with audit-ready evidence collection and retention for service delivery, compliance, SLA, and customer-governance requirements.
• Create clear operational narratives for material exceptions, such as SLA misses, major incidents, aging tickets, unavailable data, or unusual volume trends.

Qualifications

• 5+ years of experience in IT operations, service delivery, managed services, ITSM, reporting operations, PMO, or a comparable operational coordination role.
• Experience working in a managed-services environment is strongly preferred.
• Working, high-level understanding of SAP environments and terminology, such as SAP systems/landscapes, BASIS operations, HANA, transports, batch jobs, monitoring, incidents, changes, planned maintenance, and service requests.
• Ability to work effectively with technical SMEs without needing to perform hands-on SAP administration or development.
• Demonstrated experience gathering, reconciling, and organizing data from multiple teams and systems.
• Strong understanding of ITIL-aligned processes, including incident, request, problem, change, SLA, and service-level reporting.
• Experience with ServiceNow or a similar ITSM platform; ability to extract, interpret, and reconcile ticket and workflow data.
• Strong Excel skills, including pivots, lookups, data validation, filtering, formulas, and structured templates. Experience with Power BI, Tableau, ServiceNow Performance Analytics, or similar reporting tools is desirable.
• Excellent attention to detail, follow-through, stakeholder management, and written communication skills.
• Ability to manage recurring deadlines across teams in a fast-paced, multi-client, 24x7 operations environment.

Preferred Qualifications

• Experience supporting SAP managed services, SAP hosting, SAP cloud operations, AMS, or enterprise application operations.
• Familiarity with service management reporting, including SLA attainment, ticket aging, incident severity, MTTR, availability, change success, request fulfillment, backlog, and customer satisfaction measures.
• Exposure to SAP Cloud ALM, SAP Focused Run, Solution Manager, SAP monitoring tools, or enterprise observability platforms.
• Experience supporting monthly operational reviews, customer service reviews, executive reporting, or QBR preparation.
• ITIL Foundation certification or equivalent practical ITSM experience.
• Experience improving reporting processes through automation, workflow standardization, Power BI, ServiceNow reporting, SQL, Python, or API-based integrations.
• Experience supporting regulated, compliance-sensitive, or SLA-driven managed-services customers.

Success Measures

• Monthly source data delivered on time, complete, and ready for the reporting team's use.
• Reduced manual rework, reconciliation cycles, and reporting defects.
• Consistent application of metric definitions across customers, teams, and reporting periods.
• Fewer missing, late, or unexplainable data points in monthly reports.
• Clear traceability from executive metrics back to source systems and accountable operational owners.
• Improved visibility into SLA performance, service risks, operational trends, recurring issues, and improvement opportunities.
• Strong working relationships between technical delivery, service management, and reporting teams.