Manager, Application Support

Role Summary:

The Manager, Application Support is responsible for leading enterprise and manufacturing application support services, ensuring secure, reliable, and efficient operation of business-critical platforms across the organisation. The role oversees SAP Basis Administration, SAP Security, System Integration, Manufacturing Execution Systems (MES/MOM), and application support services across SAP ECC, SAP S/4HANA, SuccessFactors, SAP Ariba, SAP Sales Cloud, SAP BTP, quality systems, and related enterprise applications.

The role drives application support strategy, service excellence, governance, cybersecurity compliance, digital transformation initiatives, and continuous improvement while ensuring business continuity, operational reliability, and alignment with organisational objectives.

Roles & Responsibilities:

• Lead and manage the Application Support team responsible for SAP Basis Administration, SAP Security, System Integration, Manufacturing Execution Systems (MES/MOM), and enterprise application support services.
• Define and execute the Application Support strategy aligned with business objectives, manufacturing operational requirements, digital transformation initiatives, cybersecurity standards, and technology governance frameworks.
• Ensure stability, availability, security, and continuous improvement of SAP ECC, SAP S/4HANA,

SuccessFactors, SAP Ariba, SAP Sales Cloud, SAP BTP, MES/MOM platforms, quality systems, and

related enterprise applications.

Oversee SAP Basis administration, application security, access governance, segregation of duties (SoD), system monitoring, technical upgrades, transport management, platform lifecycle management, and operational readiness activities.

• Manage enterprise application architecture, integrations, interfaces, middleware platforms, MES/SAP connectivity, and technical frameworks to ensure reliable operation across enterprise and manufacturing environments.
• Lead incident management, service delivery, problem management, escalation handling, root-cause analysis, and corrective action plans to ensure business continuity and operational excellence.
• Support SAP ECC to SAP S/4HANA transformation initiatives, application modernization programs, technical upgrades, and digital transformation projects, including testing, migration, cutover, and post-go live support.
• Ensure compliance with IT governance, cybersecurity requirements, audit standards, regulatory obligations, data protection controls, application security requirements, and operational technology (OT) security controls across all supported platforms.
• Partner with business stakeholders, manufacturing operations, quality, engineering, maintenance, supply chain, IT teams, vendors, and implementation partners to deliver effective application support, process optimization, and continuous improvement initiatives.
• Define, monitor, and improve application support KPIs, system availability, manufacturing system performance, integration reliability, service levels, and user satisfaction metrics to enhance operational effectiveness.
• Manage vendor relationships, support contracts, performance reviews, service quality improvements, and escalation management across enterprise and manufacturing application landscapes.
• Provide leadership, coaching, succession planning, capability development, resource management, and performance direction to build a high-performing and resilient Application Support organization.

Qualification and Education:

• Bachelor’s degree in information technology, Computer Science, Information Systems, Engineering, Cybersecurity, or a related field.
• Master’s degree is preferred. SAP technical, SAP security, SAP Basis, integration, ITIL, cybersecurity, project management, or related certifications are preferred.

Experience:

• Minimum 10 years of progressive experience in Enterprise Applications, SAP platforms, Manufacturing Execution Systems (MES/MOM), Application Support, System Integration, Technical Operations, and Digital Transformation initiatives, with at least 5 years in a managerial or leadership role.
• Experience with SAP ECC, SAP S/4 HANA, SAP Basis Administration, SAP Security, SAP GRC,

SuccessFactors, SAP Ariba, SAP Sales Cloud, SAP BTP, Manufacturing Execution Systems (MES),

Manufacturing Operations Management (MOM), Integration Platforms, Active Directory/Azure AD,

Single Sign-On (SSO), Middleware Technologies, and Enterprise Application Support is preferred.

• Proven experience in leading Application Support organizations, managing technical operations, system integrations, cybersecurity and access governance, incident and problem management, change and release management, system upgrades, audit and compliance activities, vendor management, and business critical application environments.
• Proven track record in delivering enterprise application transformation initiatives, supporting operational excellence, improving service performance, implementing governance frameworks, and aligning technology capabilities with business and manufacturing objectives.
• Strong understanding of business processes across Finance, Procurement, Supply Chain, Manufacturing, Sales, Human Resources, Maintenance, Quality, and related operational functions.
• Strong knowledge of enterprise applications, SAP ECC, SAP S/4HANA, SAP Basis Administration, SAP Security, SAP GRC, SuccessFactors, SAP Ariba, SAP Sales Cloud, SAP BTP, MES/MOM platforms, system integration, middleware technologies, and digital transformation solutions.
• Strong understanding of application architecture, cybersecurity controls, access governance, segregation of duties (SoD), identity management, audit compliance, risk management, business continuity, and regulatory requirements.
• Proven leadership experience in managing application support teams, technical operations, incident management, service delivery, change management, vendor management, and continuous improvement initiatives.
• Excellent analytical, troubleshooting, stakeholder management, problem-solving, communication, and interpersonal skills, with the ability to collaborate effectively across business, manufacturing, and IT functions.
• Strong project management, governance, strategic planning, and decision-making capabilities with experience leading enterprise-wide technology initiatives and business-critical application environments.