SAP Program PMO & Operations Lead

Matrix Eastern Europe, the offshore division of Matrix IT, one of the leading global R&D services companies with more than 11, 000 professionals, is looking for a SAP Program PMO & Operations Lead to join the team of our client and partner.

As the SAP Program PMO & Operations Lead, you will be the “Command Center” of our global SAP landscape.
You will take full ownership of the ServiceNow (S.NOW) ecosystem, ensuring data integrity, optimizing
workflows, and managing critical incident task in real-time. This is a high-impact, hands-on role where you will
synchronize activities across multiple time-zones (Israel, China, Brazil), lead the Change Control Board (CCB), and
ensure that every deployment to Production meets our strict integrity standards. You will be the key orchestrator
ensuring our global operations run smoothly and on time.

Codzienne zadania

• 1. Advanced ServiceNow (S.NOW) Management & Control:
• End-to-End Ownership: Perform daily management of the S.NOW system, including log analysis to ensure data integrity and completeness.
• Task Optimization: Monitor development tasks to ensure they are assigned to the correct owners, preventing “hanging tasks” and ensuring resource efficiency.
• Critical Incident Coordination: For High/Critical priority incidents, ensure immediate coordination with all relevant stakeholders and maintain close follow-up until resolution.
• Workflow Support: Provide technical support for stuck Workflows and perform manual closures when necessary to ensure process continuity.
• 2. Stakeholder Control & Escalation:
• SAP Relationship Management: Monitor and perform direct escalations to SAP as required.
• Application Operations (AO) Oversight: Monitor and escalate issues with external Application Operations service providers to ensure SLA compliance.
• 3. Governance Forums & Planning:
• CCB (Change Control Board) Leadership: Full responsibility for preparing materials, consolidating new development requests, and leading the bi-weekly CCB forum.
• Program Roadmap & Timeline: Track milestone achievements and ensure adherence to project schedules and temporal targets.
• Reporting: Generate S.NOW dashboards, lead monthly Stream meetings, and prepare executive-level status reports.
• 4. Deployment Control (Approved to PROD):
• Final Authorization: Act as the final gatekeeper for Production deployments, ensuring all required UAT approvals are complete and verified before authorizing any transport.
• 5. User Management & Documentation:
• User Lifecycle Management: Manage the onboarding and offboarding of users within the relevant portals.
• External Vendor Support: Provide operational guidance and support to external consultants and vendors regarding access, user setup, and connectivity to the program.
• Documentation Management (SOLDOC)

Must have

• SAP
• ServiceNow
• Jira