DESCRIPTION

Trident Seafoods is the largest vertically integrated seafood harvesting and processing company in North America. Trident is a privately held, 100 percent USA-owned company with primary seafood processing operations and fleet support in twelve Alaska communities. Trident’s global operations produce finished wild Alaska seafood products in 6 countries and its sales teams serve customers in over 50 countries. Trident employs approximately 9,000 people worldwide each year and partners with over 5,400 independent fishermen and crewmembers. Species harvested and processed by Trident include virtually every commercial species of salmon, whitefish, and crab harvested in the North Pacific and Alaska. The global supply chain also includes cultured and wild species from a network of trusted sources worldwide.
Summary: The SAP Service Delivery Manager (SDM) will lead and manage a global team of technology professionals responsible for the day-to-day care and support of mission critical SAP Landscape. The position requires a strong IT leader quick to pick up on the overall business and technology processes supported by the team while also forming strong, positive relationships with the team and business and technology partners. The position requires flexibility and being comfortable with changing priorities as production issues sometimes require timely or immediate resolution. Technical creativity and innovation are encouraged as the team has goals to find better and more efficient and effective ways of operating. The SDM position partners closely with the SAP and non-SAP product teams to evolve and improve the applications we support leveraging ITIL best practices and change management procedures

MINIMUM QUALIFICATIONS:

• Minimum 8 years’ experience as Service Delivery manager or equivalent. Proven track record of SAP service delivery
• Bachelor’s degree in Information Systems Management, Computer Science, Engineering, or other discipline
• Minimum 3 years of experience managing highly technical teams.
• Strong experience in supplier collaboration with offshoring model
• Experience with ITIL Framework. ITIL Certification, Project management incl. end to end SAP ECC or S/4 implementation cycles
• Previous people leadership experience demonstrating a successful track record in IT operations management
• Excellent problem solving & team collaboration skills
• Communication Skills: Fluent English written and verbal. Confident communicating with senior stakeholders
• Excellent organizational, communication, and interpersonal skills
• Ability to work independently and in a team environment

PREFERRED QUALIFICATIONS:

• Master’s degree Information Systems Management, Computer Science, Engineering, or other discipline
• Business process expertise across multiple domains with an understanding of how SAP enables standardized and integrated business processes
• EDI and Integration experience a huge plus

ESSENTIAL FUNCTIONS (RESPONSIBILITIES, TASKS, SUPERVISORY NEEDS)

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Leads continuous improvement and application maintenance activities in partnership with offshore support teams and other key stakeholders.
• Partners closely with the global business users and other stakeholders in assessing needs, developing timelines and project plans, and executing service delivery.
• Ensures daily operational Service Level Agreements are met
• Proactively manages incidents and operational metrics
• Builds and fosters positive, productive relationships with the team, business, and technology partners
• Provides clear, concise, timely and transparent communications
• Advises the team in prioritization of work and ensures project deadlines are met.
• Actively seeks to promote and share knowledge, insights, and learning
• Manages a team of highly technical SAP resources onshore and offshore and stay apprised of latest SAP technical offerings
• Leads and governance the SAP Change Advisory Board and ensure strict change management is being followed
• Leverages ITIL best practices to support business users and ticketing process
• Participates in the elaboration of projects/implementations and continuous improvement initiatives

ADDITIONAL RESPONSIBILITIES:

• Acquires knowledge of Trident’s Environmental and Safety Policies by completing required training programs and performing designated work activities in accordance with training and procedures/work instructions
• Notifies designated personnel of any environmental or safety incidents or risks not previously documented, in accordance with Environmental Awareness and/or safety trainings.