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Company Name: - JTSi (Johnson Technology Systems, Inc.)
Title: SAP Operations and Metrics Manager
Location: Remote
Salary : $90K
DESCRIPTION OF PROJECTS & TASKS
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, and service-request performance.
Candidate Profile
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. The candidate should be comfortable challenging inconsistent data, coordinating across technical teams, managing recurring deadlines, and establishing practical reporting discipline.
They should be an operational translator—not necessarily the person who fixes an SAP system, but the person who ensures the organization can accurately explain what happened, measure service performance, and provide the reporting team the right data at the right time. This aligns with managed-services operations roles that coordinate technical teams, ServiceNow oversight, SLA tracking, executive reporting, and continual service improvement.
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.
Required 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
Success in this role will be measured by:
• 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.
We recruit, employ, train, compensate and promote without regard to race, religion, color, citizenship, national origin, age, sex, gender, gender identity/expression, sexual orientation, marital status, disability, genetic information, veteran status or any other characteristic protected by federal, state, or local law.
Disclaimer: Nothing in this job description/posting shall constitute an offer or promise of employment. If you are not reviewing this job posting on our Careers' site http://jtsusa.com/careers or one of our approved job boards we cannot guarantee the validity of this posting. For a list of our current postings, please visit us at http://jtsusa.com/careers
