Sr. Manager, SAP Application Support

About the Team: Our IT team’s mission is to push the boundaries of technology with the intention of going above and beyond to aid stores and customers and deliver timely solutions to benefit all members of Grocery Outlet. Our team consists of problem solvers and go-getters dedicated to service-oriented and solving important problems.

About the Role:

The Sr. Manager, Application Support is responsible for leading the end-to-end application support function (Run) across SAP and non-SAP systems supporting Merchandising, Purchasing, Supply Chain, Finance, and Store systems. This role ensures system stability, incident management, root cause resolution, and continuous improvement across enterprise applications. The position will lead a team responsible for managing production support, vendor coordination, and operational excellence, while partnering closely with Product, Engineering, and Enterprise Architecture teams. A key focus is driving the shift from reactive issue resolution → proactive problem management and system reliability, ensuring that recurring issues are identified, analyzed, and permanently resolved. This position reports to the VP, Business Solutions.

Responsibilities Include:

Application Support Leadership (Run Ownership)

• Own end-to-end application support across SAP and non-SAP systems • Establish clear ownership of incident management, problem management, and service delivery • Ensure high system availability, performance, and reliability across business-critical platforms

Incident & Problem Management

• Lead incident management processes, including triage, prioritization, and resolution • Drive root cause analysis (RCA) and ensure issues are tracked to permanent resolution • Reduce recurring incidents through structured problem management practices • Establish SLAs, monitor performance, and ensure adherence

SAP & Enterprise Systems Support

• Oversee support for SAP ERP (S/4 or ECC) and related modules (MM, SD, FICO) • Manage support across integrated systems including WMS, TMS, store systems, and financial applications • Ensure seamless data flow and system integration stability across platforms

Continuous Improvement & Automation

• Implement processes to move from reactive support → proactive improvement • Identify opportunities for automation, monitoring, and operational efficiency • Establish a Run insights loop, feeding recurring issues into product and engineering backlogs

Cross-Functional Collaboration

• Partner with Product teams to align on prioritization of enhancements and fixes • Work closely with Engineering and Architecture to address systemic issues • Collaborate with PMO on governance, reporting, and prioritization

Vendor & Offshore Management

• Manage external vendors and AMS partners supporting SAP and non-SAP systems • Ensure vendor accountability for SLA adherence, quality, and delivery • Drive reduction in vendor dependency by strengthening internal capabilities

Operational Governance & Reporting

• Provide regular reporting on incidents, trends, root causes, and system health • Track KPIs such as incident volume, resolution time, and repeat issues

People Leadership

• Build and lead a high-performing application support team • Foster a culture of accountability, ownership, and continuous improvement

About The Pay:

• Base Salary Range: $140,000 - $160,000 Annually
• Annual Bonus Program
• Equity
• 401(k) Profit Sharing
• Medical, Dental, Vision & More!
• Final compensation will be determined based on experience and skills and may vary based on location.

About You:

• 8-12+ years of experience in application support, production support, or IT operations, with leadership experience
• Strong experience supporting SAP ERP (S/4 or ECC), particularly MM, SD, and/or FICO modules (required)
• Proven experience in incident management, problem management, and root cause analysis
• Deep understanding of enterprise systems across:
  • Merchandising and Purchasing
  • Supply Chain and Logistics
  • Finance systems
  • Store systems
• Experience managing integrated SAP and non-SAP environments
• Strong experience working with AMS vendors and offshore teams
• Demonstrated ability to:
  • Drive issues to permanent resolution (not just quick fixes)
  • Establish support processes, SLAs, and governance models
  • Improve system reliability and reduce incident volume
• Familiarity with ITIL frameworks and best practices
• Strong collaboration skills across Product, Engineering, and Business teams
• Excellent communication and stakeholder management skills
• Bachelor’s degree in Computer Science, Engineering, or related field

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