Associate Director, ITSM Lead – SAP S4

Role Overview

• Oversee the daily sustainment and operational integrity of the SAP S/4 solution on NS2 RISE and associated applications on Azure Government, ensuring enterprise accountability for service performance, availability, and strict adherence to FedRAMP/ITAR standards
• Create, execute, and optimize processes related to ERP sustainment and ITSM governance
• Direct end-to-end service management governance by leading Major Incident Management (MIM) for ERP outages and overseeing the resolution of complex service requests to minimize mission-critical disruptions
• Hands-on approval and execution of complex changes, ensuring that all change activities are aligned with RTX’s change management policies and operational risk tolerances
• Manage and lead multidiscipline infrastructure teams, fostering collaboration and ensuring alignment with RTX’s service delivery goals
• Detailed coordination of technical teams during service outages to ensure swift and effective resolution of incidents while minimizing operational impact
• Align operational workflows with corporate ITSM processes to ensure standardized incident, change, and problem management across all internal matrix teams and external service providers
• Govern the Shared Responsibility Model between RTX, SAP NS2, and Microsoft, ensuring that vendor-led maintenance (patches, kernel updates) is executed within the framework of RTX change management policies
• Partner with Matrix Enterprise Services (Network, Firewall, IAM) to ensure seamless end-to-end connectivity and secure access, managing the dependencies that fall outside the SAP-managed cloud boundary
• Support strategic vendor and partner relationships (e.g., SAP NS2, Large System Integrators) by conducting regular Service Level Agreement (SLA) reviews and driving accountability for day-to-day operational performance within the framework of vendor relationships managed by senior leadership
• Drive Service Intelligence and Reporting by leveraging KPIs and cloud-native monitoring tools to provide the ITSM organization with real-time visibility into infrastructure health and vendor performance
• Lead observability efforts by defining and implementing strategies for proactive monitoring, alerting, and diagnostic capabilities to enhance system reliability and reduce incident response times
• Champion a culture of observability by continuously improving telemetry, log aggregation, and end-to-end visibility into system health to support operational excellence and incident prevention
• Champion Problem Management and Continuous Improvement by leading "Shift-Left" and automation initiatives that reduce recurring incidents and enhance the reliability of ERP services
• Execute the long-term sustainment roadmap by ensuring all new S/4HANA capabilities transition seamlessly from the transformation project mode into steady-state ITSM operations
• Provide leadership communications, including regular updates to senior leadership and executive stakeholders, on operational performance, risks, and critical incidents

Requirements

• Typically requires a University Degree in Science, Technology, Engineering, or Mathematics (STEM) or equivalent experience
• Minimum of 12 years of prior relevant experience in infrastructure lifecycle leadership focused on ERP sustainment (SAP S/4HANA, SAP RISE, or similar large-scale ERP environments)
• Minimum 8 years of prior relevant digital operations experience
• 4-6 years’ experience leading multidiscipline infrastructure teams supporting enterprise-scale ERP operations
• Requires deep management and leadership knowledge to lead cross-department project teams or manage across multiple related departments
• Technical proficiency in cloud operations (Azure Government preferred), networking, compute, storage, identity management, and observability tools to monitor and enhance system performance
• Proven ability to provide executive-level communications and report to senior leadership.

Tech Stack

• Azure
• Cloud
• ERP
• ITSM
• Swift

Benefits

• Medical, dental, and vision insurance
• Three weeks of vacation for newly hired employees
• Generous 401(k) plan that includes employer matching funds and separate employer retirement contribution, including a Lifetime Income Strategy option
• Tuition reimbursement program
• Student Loan Repayment Program
• Life insurance and disability coverage
• Optional coverages you can buy pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
• Birth, adoption, parental leave benefits
• Ovia Health, fertility, and family planning
• Adoption Assistance
• Autism Benefit
• Employee Assistance Plan, including up to 10 free counseling sessions
• Healthy You Incentives, wellness rewards program
• Doctor on Demand, virtual doctor visits
• Bright Horizons, child and elder care services
• Teladoc Medical Experts, second opinion program