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 crewmembers 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 designated personnel of any environmental or safety incidents or risks not previously documented 

The essential functions listed above are not exhaustive. The organization may assign other duties as needed to meet business requirements. Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions. Regularly works onsite to build strong team connections, collaborate across functions, and solve problems in real time.

Compensation & Benefits:

This is a salaried exempt position with an annualized salary range of $160,000 to $200,000.

Trident Seafoods offers a comprehensive and quality benefits package. Full time employees may be eligible for discretionary/performance-based incentives, medical, dental and vision insurance plans, optional HRA/HSA, telemedicine, employee assistance and wellness programs, disability programs, basic life and AD&D, and a 401(k) plan with a company match, paid time off (PTO), 10 paid holidays each year, and paid parental leave. For full-time employees, the initial PTO benefit starts at 20 days per year, adjusted commensurate with relevant experience, front loaded on the first of the year, initially prorated quarterly based on hire date. Commuter programs are also available.

More information can be found at https://www.tridentseafoods.com/benefits.

Travel/On-Call Requirements:

• Flexibility for global time zones working conditions 

Required Qualifications:

• Bachelor's degree in information systems management, Computer Science, Engineering, or a related discipline 
• 10+ years of IT or equivalent experience in lieu of advanced degree considered 
• 8+ years of experience in SAP Service Delivery, IT Operations Management, or equivalent role 
• Proven track record managing SAP support operations, SLA performance, and incident management (including P1/P2 triage) 
• Strong experience with ITSM tools (e.g., ServiceNow, Jira Service Management, or equivalent) in an SAP support context 
• Experience managing offshore/nearshore delivery models and supplier collaboration 
• Familiarity with ITIL Framework; ITIL certification preferred 
• Experience managing end-to-end SAP ECC or S/4HANA implementation cycles 
• Demonstrated experience maintaining RAID logs, MoM documentation, and operational reporting 
• Business process expertise across multiple domains (e.g., Supply Chain, Finance, Procurement) with understanding of how SAP enables integrated processes 

Preferred Education & Experiences:

• Master's degree preferred 

Knowledge, Skills & Abilities (KSA):

• Strong organizational, communication, and interpersonal skills 
• Excellent problem-solving and analytical skills with a structured, process-oriented mindset 
• Ability to manage ambiguity and deliver successful outcomes under pressure 
• Comfortable operating in a global, matrixed organization 
• Confident communicating with senior and executive-level stakeholders 

Work Environment:

This is an on-site position based at the Trident Support Center office in Seattle’s Ballard neighborhood, with the option to work remotely on Fridays.

In-office time takes place in a typical office environment: temperature controlled with adequate lighting and moderate noise. While remote, employees must provide appropriate home office space.

Work Ability Requirements: 

While performing the duties of this job, the employee is regularly required to sit for long periods of time at a desk. Frequently required to finger, handle, or feel and reach with hands and arms. The employee is frequently required to talk or hear. The employee will occasionally stand, walk, and may lift and/or move up to 10 pounds. Specific vision abilities required by this job include near vision for frequent use of a computer.     

Work Authorizations:

This position is not eligible for immigration sponsorship.