General Manager Information Technology

Location:

Reporting To:

Role Overview:

This leadership role is responsible for managing and enhancing the IT backbone of a large Shared Services Center (SSC), with a key focus on enterprise systems such as SAP SuccessFactors and SAP modules related to finance, materials management, travel, and supply chain. Additionally, the role leads the design and governance of robotic process automation (RPA) initiatives aimed at transforming shared services operations.

Key Responsibilities:

1. HRIT & SAP SuccessFactors Management

Serve as the single point of contact for all group-level HR technology requirements and escalations.

Manage incident resolution, system upgrades, configuration changes, and module implementations.

Ensure integration with other enterprise platforms such as SAP Finance, Ariba, and e-signature systems.

2. SAP Modules – Shared Services Support

Act as liaison between IT and shared services for SAP modules across finance, MM, and travel.

Govern ticket handling, compliance updates, and vendor coordination.

Ensure SAP platform reliability and alignment with operational needs.

3. RPA Governance

Lead end-to-end lifecycle of automation projects, including process identification, design, deployment, and monitoring.

Drive automation ROI, audit readiness, and integration with existing workflows.

4. Vendor & SLA Management

Manage relationships with software partners and AMS providers.

Oversee contracts, SLAs, and vendor performance reviews.

Ensure continuous service improvement and cost-effective solutions.

5. IT Compliance & Governance

Maintain documentation, user access logs, and audit readiness across platforms.

Collaborate with security, audit, and risk teams for regulatory alignment and incident tracking.

Key Metrics (KPIs):

% Tickets resolved within SLA (incidents, service, change requests)

SAP platform uptime

Number of processes automated and time savings achieved

Audit compliance scores

Vendor performance against SLAs

Stakeholder Collaboration:

Internal:

HR teams, SSC operations, IT security, internal audit, SAP teams

External:

Software vendors, implementation partners, third-party service providers

Candidate Profile:

Education:

Bachelor’s or Master’s in IT, Computer Science, or related field

Preferred Certifications: SAP SuccessFactors, ITIL, PMP, RPA (UiPath/Automation Anywhere)

Experience:

10–15 years in enterprise IT roles, including 5+ years in HR tech or shared services platforms

Deep understanding of SAP HCM and SSC modules

Experience with RPA tools and automation governance

Strong vendor and contract management skills

Skills:

Expertise in systems integration, cloud platforms, compliance frameworks

Excellent stakeholder management and problem-solving abilities

Strategic orientation and strong execution capability