SAP Operations Team Lead

Why this role exists:

The SAP Operations Team Lead ensures reliable, secure, and cost-effective SAP operations as the organisation scales. This role maintains high platform stability and service quality by leveraging strong ITIL governance, rigorous vendor management, and service performance oversight. By governing business continuity planning while managing complex operational trade-offs, this role enables the business to meet its strategic objectives with confidence.

Where you will make a difference:

In this role you will:

Service Operations & Performance:

• Own SLAs and KPIs across all SAP production and non-production systems.
• Lead Run operations, including incident management, SLA compliance, and vendor performance.
• Govern disaster recovery and business continuity planning for the SAP landscape.
• Solve complex operational issues and address recurring incidents to ensure platform stability.
• Develop and achieve KPIs that align with the overall IT strategy.

Governance & Financial Management:

• Implement ITIL governance standards to maintain platform availability and performance.
• Manage budgets and vendors, ensuring cost-effective operations and high-quality service delivery.
• Conduct service reviews and handle escalations related to SAP managed service providers and support vendors.

Compliance & Risk:

• Integrate compliance requirements into business practices and planning.
• Ensure all tasks are conducted in accordance with applicable laws.

Who you will be working with:

• Internal Leadership: C-Suite and Heads of departments.
• Internal Teams: Architecture, PMO, Cybersecurity, and various Business Stakeholders.
• Technical Teams: SAP Solution Architects, SAP BTP Architects, Platform, Security, and Support teams.
• External Partners: Managed Service Providers and SAP Support Vendors.

How you will lead:

Leader of Leaders:

• Leads a culture based on our Officeworks values and behaviours.
• Builds capability and delivers results across a diverse global workforce.
• Leads for the future, thinking Officeworks wide with a strategic commercial mindset.
• Demonstrates resilience, has determination and drives to persist through significant challenges.
• Is self-aware; has humility and is self-reflective; understands how to bring out the best in self and others.
• Strong sense of personal and team accountability drives a genuine commitment to their teams and individual development.
• Proactively contributes to a safe working environment, leads and manages appropriately if there is unsafe conditions or inappropriate behaviour
• Operates in line with applicable Officeworks company policies and Code of Conduct
• Strong sense of personal and team accountability, drives a genuine commitment to their teams and individual development

Qualifications and work experience:

Essential:

• Education: Bachelors degree in I.T. or a related discipline.
• Experience: Minimum 10 years of experience in SAP operations or service delivery management.
• Expertise: Deep ITIL knowledge and proven vendor management skills.
• Skills: Strong leadership and communication skills, with the ability to work alongside C-Suite and technical leads.
• Technology: Proficiency with ITSM platforms, SAP Cloud ALM / Solution Manager, LeanIX, and monitoring/reporting tools.