SAP SuccessFactors - Enterprise Apps People Technology Lead

Key Responsibilities
Leadership & Team Building
- Build, mentor, and lead a GCC-based support operations team; establish coverage model, runbooks, and a follow-the-sun support cadence aligned to global stakeholders.
- Define and track operational SLAs/KPIs (incident MTTR, change success rate, release quality, data accuracy) and drive continual service improvement.
- Foster a culture of ownership, documentation discipline, and proactive risk management.
Platform Operations (SAP SuccessFactors)
- Serve as the operational owner for SAP SuccessFactors, overseeing implementation, configuration, deployment, and steady-state support for relevant modules.
- Manage environment strategy (prod/non-prod), transport governance, regression testing, release calendaring, and change approvals (CAB).
- Partner with HR and Payroll to assess requirements, translate to configurations, and maintain technical/functional documentation.
HR Tech Ecosystem & Integrations
- Oversee support operations that span Greenhouse (ATS), Beeline (VMS), and SmartRecruiters (ATS), coordinating with vendors and internal stakeholders for fixes, releases, and data quality.
- Maintain robust integrations across our stack (e.g., Dayforce Payroll, Workforce Software, SailPoint, Active Directory/Entra, SAP S/4HANA, Concur, and Data Engineering), ensuring reliable data flows and access provisioning aligned to JML policies.
- Partner with IAM/Security on SSO, role modeling, SoD controls, audit logs, and remediation playbooks.
Service Management, Risk & Compliance
- Own incident, problem, and change processes (ITIL), including major incident response and root-cause analysis for respective platforms.
- Ensure audit readiness (privacy, access governance, evidence repositories) and support internal/external audits with traceable configuration and test artifacts.
- Drive knowledge management: FAQs, SOPs, self-service guides, and knowledge base articles for People Operations and HR support.
- Responsible for overall delivery of Enterprise Applications portfolio comprising of Success Factors , HR Platforms and Atlassian tools.
Qualifications
Required
- 7+ years in HR technology and team leadership, with demonstrated experience running support operations for SAP SuccessFactors (implementation, configuration, deployment, and production support).
- Hands-on experience supporting and integrating HR platforms such as Greenhouse, Beeline, and SmartRecruiters.
- Strong understanding of HR data models and employee lifecycle (joiner/mover/leaver), including integration patterns and error handling across payroll, time, identity, and finance systems.
- Proven track record driving ITIL processes (incident, problem, change), SLAs/KPIs, and continuous improvement in a global support model.
- Excellent communication, stakeholder management, and vendor coordination skills; ability to lead cross-functional triage and CABs.
Preferred
- Experience establishing operations in a GCC environment (team setup, documentation standards, knowledge transfer, and governance playbooks).
- Exposure to security & compliance frameworks (SoD, access certification), audit support, and evidence management in HRIS landscapes.
- Familiarity with enterprise integration tooling and delivery methods referenced in our stack (e.g., Workato, Cloud Foundry/SFTP).
Core Competencies
- Operational Excellence: Data accuracy, reliability, and disciplined change control.
- Systems Thinking: End-to-end process view spanning HR, IAM, Payroll, Finance.
- People Leadership: Coaching, performance management, and building high-trust teams.
- Customer Orientation: Empathy for HR partners and employees; bias toward frictionless experiences.
- Problem Solving: Root-cause analysis, preventative controls, and measurable improvements.

Work arrangement
Hybrid