SAP Service Delivery Management Run Lead

Description

This position is not eligible for immigration sponsorship. All qualified candidates must be legally authorized to work in the United States without employer sponsorship.

About Trident Seafoods.

Trident Seafoods is North America's largest vertically integrated seafood harvesting and processing company. Trident is a privately held, 100 percent USA-owned company with global operations in 6 countries and serves customers in almost 60 countries. Headquartered in Seattle, Washington (USA), Trident employs approximately 7,700 people worldwide each year and partners with over 2,700 independent fishermen and crew members in Alaska. Trident catches and processes virtually every commercial species of salmon, whitefish, and crab harvested in the North Pacific and Alaska.

The global supply chain also encompasses cultured and wild species sourced from an international network of trusted suppliers.

Summary:

The SAP Operations Lead will manage SAP service delivery and run support, working closely with the SAP COE team to ensure the day-to-day stability and performance of Trident's mission-critical SAP landscape. This role owns the end-to-end SAP support lifecycle - from incident triage and ITSM tool management to documentation, metrics reporting, and stakeholder communication. The position also serves as the primary point of contact for Trident's global business community on all SAP support matters and leads the demand intake and prioritization process for new technology requests.

The ideal candidate is a structured, process-driven IT operations leader who builds strong relationships across business and technology teams, communicates with clarity and transparency, and drives continuous improvement across people, process, and tools.

Essential Functions:

SAP Support & Incident Management

* Own and manage the ITSM tool for SAP support - ensuring tickets are accurately logged, triaged, prioritized, and resolved within defined SLAs

* Triage and lead resolution of critical incidents (P1s and P2s) by owning and facilitating bridge calls through to closure

* Serve as the primary point of contact (POC) for Trident's global business community on all SAP support-related matters

* Proactively monitor, track, and report on open issues, risks, and blockers to minimize business disruption

COE Performance & Quality Management

* Monitor SAP COE team performance and quality using defined metrics, KPIs, and status reporting

* Advise team on work prioritization and ensure alignment with business urgency and strategic priorities

* Partner with COE team leads and offshore delivery partners to maintain high-quality, consistent support outcomes

* Manage and coordinate internal SAP delivery projects as needed, ensuring on-time and on-budget execution

Demand Intake & Governance

* Own and manage the business technology demand intake process for new SAP-related requests from the business

* Coordinate intake reviews, assess feasibility and priority, and ensure proper routing to the appropriate delivery teams

* Maintain a RAID log (Risks, Assumptions, Issues, Dependencies) and provide weekly updates on progress to stakeholders

* Facilitate regular SAP support meeting cadences and issue Minutes of Meeting (MoM) after each session

Documentation & Continuous Improvement

* Ensure SAP support and landscape documentation is always current, accurate, and accessible

* Identify and drive opportunities for continuous improvement across SAP operations, support processes, and tooling

* Lead change management activities related to SAP support transitions or operational process updates

* Participate in SAP project elaboration, implementations, and improvement initiatives as a key operations stakeholder

Stakeholder Communication

* Provide clear, concise, and transparent communications to business and technology stakeholders at all levels

* Communicate proactively on incident status, project milestones, demand pipeline, and operational health

* Build and foster positive, productive relationships across global business units, technology partners, and COE teams

Compliance & Safety

* Complete required environmental and safety training programs per Trident policy

* Notify…