• Oversee the daily sustainment and operational integrity of the SAP S/4 solution on NS2 RISE and associated applications on Azure Government, ensuring enterprise accountability for service performance, availability, and strict adherence to FedRAMP/ITAR standards • Create, execute, and optimize processes related to ERP sustainment and ITSM governance • Direct end-to-end service management governance by leading Major Incident Management (MIM) for ERP outages and overseeing the resolution of complex service requests to minimize mission-critical disruptions • Hands-on approval and execution of complex changes, ensuring that all change activities are aligned with RTX’s change management policies and operational risk tolerances • Manage and lead multidiscipline infrastructure teams, fostering collaboration and ensuring alignment with RTX’s service delivery goals • Detailed coordination of technical teams during service outages to ensure swift and effective resolution of incidents while minimizing operational impact • Align operational workflows with corporate ITSM processes to ensure standardized incident, change, and problem management across all internal matrix teams and external service providers • Govern the Shared Responsibility Model between RTX, SAP NS2, and Microsoft, ensuring that vendor-led maintenance (patches, kernel updates) is executed within the framework of RTX change management policies • Partner with Matrix Enterprise Services (Network, Firewall, IAM) to ensure seamless end-to-end connectivity and secure access, managing the dependencies that fall outside the SAP-managed cloud boundary • Support strategic vendor and partner relationships (e.g., SAP NS2, Large System Integrators) by conducting regular Service Level Agreement (SLA) reviews and driving accountability for day-to-day operational performance within the framework of vendor relationships managed by senior leadership • Drive Service Intelligence and Reporting by leveraging KPIs and cloud-native monitoring tools to provide the ITSM organization with real-time visibility into infrastructure health and vendor performance • Lead observability efforts by defining and implementing strategies for proactive monitoring, alerting, and diagnostic capabilities to enhance system reliability and reduce incident response times • Champion a culture of observability by continuously improving telemetry, log aggregation, and end-to-end visibility into system health to support operational excellence and incident prevention • Champion Problem Management and Continuous Improvement by leading "Shift-Left" and automation initiatives that reduce recurring incidents and enhance the reliability of ERP services • Execute the long-term sustainment roadmap by ensuring all new S/4HANA capabilities transition seamlessly from the transformation project mode into steady-state ITSM operations • Provide leadership communications, including regular updates to senior leadership and executive stakeholders, on operational performance, risks, and critical incidents