At VertexOne, helping utilities provide the best customer service experience is what we do. VertexOne is the recognized leader in SaaS platforms for utilities across North America. Through a wide range of innovative services and solutions, VertexOne helps utilities deliver a compelling customer experience; reducing the cost to serve customers, increasing operational efficiency, improving customer satisfaction, and driving utility operations forward. It’s been in the DNA of our people since we started supporting utilities’ customer experience needs over 20 years ago. And that commitment continues to this day.
Our team members are our greatest assets, so we pride ourselves on being ‘Employee First’. As such, we listen to what our employees have to say and find ways to incorporate their ideas into the company. Whether it’s new technology, career development opportunities, or fun events, we find new ways to keep our employees engaged and incentivized to grow within the company. Our employees' well-being—both physical and mental—is a top priority at VertexOne. That's why we foster a 100% remote and flexible environment and encourage work-life balance.
VertexOne is proudly Certified as a Great Place to Work®. Great Place to Work® is the global authority on workplace culture, employee experience, and leadership behaviors proven to deliver market-leading revenue, employee retention and increased innovation. VertexOne is dedicated to prioritizing the employee experience and creating an exceptional company culture.
VertexOne is seeking a Director, SAP Operations to lead a portfolio of utility clients and oversee the delivery of SAP managed services across globally distributed onshore and offshore teams. This role is responsible for client satisfaction, service delivery excellence, operational performance, financial results, and strategic account leadership across complex utility environments.
What You'll Do
- Lead SAP Application Management Services delivery for multiple utility clients, ensuring high-quality support and operational excellence.
- Manage globally distributed teams of SAP functional and technical consultants, support analysts, and delivery partners.
- Serve as the executive point of contact for client stakeholders, driving trusted advisor relationships and executive governance.
- Own SLA performance, incident management, service improvement initiatives, and operational KPIs.
- Lead major client escalations, outage communications, and cross-functional problem resolution.
- Manage vendor and partner relationships to ensure seamless delivery and accountability.
- Oversee portfolio financial performance, including managed services revenue, profitability, utilization, and change requests.
- Drive continuous improvement, governance, compliance, and delivery best practices across the AMS organization.
Job Requirements/Qualifications:
- 10+ years of experience leading SAP Application Management Services delivery or IT Service Delivery organizations.
- 8+ years supporting utility clients with deep expertise in SAP IS-U and Meter-to-Cash processes.
- Experience leading onshore/offshore delivery teams and third-party vendors.
- Strong background in SLA-driven support organizations, ITIL processes, and operational governance.
- Proven success managing executive client relationships and high-priority escalations.
- Solid financial and commercial management experience, including managed services contracts and revenue accountability.
- Excellent leadership, communication, and stakeholder management skills.
Preferred Qualifications
- SAP Utilities (IS-U) expertise across Billing, FICA, Device Management, and Customer Operations.
- Experience with SAP S/4HANA transformations, cloud platforms, and 24x7 support environments.
- ITIL and/or SAP certifications.
Success in this role means delivering exceptional client outcomes, leading high-performing global teams, achieving operational and financial targets, and serving as a trusted strategic partner to utility clients.
What VertexOne has to offer:
- Comprehensive medical, dental, vision, disability, life insurance
- Health Savings Account (HSA), Flexible Spending Account (FSAs)
- 401K match
- Flexible PTO
- Employee recognition platform with monetary rewards
- 100% Remote work environment
- Initial work from home stipend
- Leadership/Coaching training programs
- Free access to Bizlibrary for unlimited professional development
- Employee Assistance Program (EAP) with counseling sessions available 24/7
- Health and wellbeing programs
- Paid parental leave
- Employee bonus referral program
- Employee Discount Program
About VertexOne:
VertexOne is the leading provider of cloud-based SaaS software solutions powering the next generation of customer experience for utilities, energy retailers, and energy transition providers.
With over 30 years of experience and more than 350 customers in the cloud, we capitalize on our deep expertise to provide a wide range of innovative solutions for digital transformation, revenue optimization, and data-driven efficiency operations surrounding the customer.
From Customer Information Systems (CIS) and Mobile Workforce Management (MWM) to Electronic Data Interchange (EDI) and Digital Customer Engagement and self-service portals, we empower our customers to deliver a compelling customer experience, reduce costs to serve, increase operational efficiency, and improve customer satisfaction.
For more information on how VertexOne allows you to enhance the digital customer experience, improve revenue management, and leverage data analytics, visit https://www.vertexone.net.
Equal Opportunity Employer:
VertexOne is proud to be an equal opportunity employer. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law.
VertexOne is also committed to providing reasonable accommodation for applicants with disabilities. Individuals who need reasonable accommodation because of a disability for any part of the employment process should ask to speak with a Human Resources representative to request accommodation.
Skills Required
- 10+ years of experience leading SAP Application Management Services delivery or IT Service Delivery organizations
- 8+ years supporting utility clients with expertise in SAP IS-U and Meter-to-Cash processes
- Experience leading onshore and offshore delivery teams and third-party vendors
- Background in SLA-driven support organizations, ITIL processes, and operational governance
- Experience managing executive client relationships and high-priority escalations
- Financial and commercial management experience, including managed services contracts and revenue accountability
- Leadership, communication, and stakeholder management skills
- SAP Utilities expertise across Billing, FICA, Device Management, and Customer Operations
- Experience with SAP S/4HANA transformations, cloud platforms, and 24x7 support environments
- ITIL and/or SAP certifications
What We Do
VertexOne is the leading provider of cloud-based SaaS software solutions powering the next generation of customer experience for utilities, energy retailers, and energy transition providers. With over 30 years of experience and more than 350 customers in the cloud, we capitalize on our deep expertise to provide a wide range of innovative solutions for digital transformation, revenue optimization, and data-driven efficiency operations surrounding the customer. From Customer Information Systems (CIS) and Mobile Workforce Management (MWM) to Electronic Data Interchange (EDI) and Digital Customer Engagement and self-service portals, we empower our customers to deliver a compelling customer experience, reduce costs to serve, increase operational efficiency, and improve customer satisfaction. For more information on how VertexOne allows you to enhance the digital customer experience, improve revenue management, and leverage data analytics, visit https://www.vertexone.net.
