Hypercare Manager
Ventia - Business Evolution Program
Monday - Friday, Hybrid working, 3 days per week in N/Sydney or Melbourne Office
Primary Responsibilities
The Evolve Program, Ventia's multi-year strategic transformation program to modernise its ERP, HR/Payroll, data and integration platforms requires a strong Hypercare Manager responsible for leading the post-go-live stabilization ("Hypercare") for the program, ensuring continuity of business operations, rapid incident resolution, prioritized defect remediation, and a controlled transition to steady-state support.
Establish and operate the Hypercare Command Centre, drive cross-functional triage and root-cause resolution, and ensure knowledge transfer to BAU with agreed SLAs met or exceeded.
General Responsibilities
Hypercare Command Centre & Governance
- Develop a program wide Hypercare management plan.
- Stand up and run the Hypercare Command Centre (war room), calendars, shifts, and comms channels (Teams/Slack/Bridge).
- Chair daily Hypercare stand-ups, twice-daily triage huddles in week 1, and executive readiness/incident reviews.
- Maintain the Hypercare Playbook (process, SLAs, escalation paths, defect severity definitions, and exit criteria).
Incident, Problem & Defect Management
- Orchestrate end-to-end incident lifecycle (log, triage, assign, fix, test, deploy, close), ensuring
- SLA adherence.
- Own Sev1/Sev2 escalations, business impact assessment, and workaround communication.
- Lead Problem Management for recurring issues-drive structured RCA.
Cutover & Early Life Support
- Collaborate with Cutover Manager to manage stabilization tasks post cutover (reconciliations, backlogs, reprocessing).
- Ensure data corrections (open items, master data gaps) and reprocessing of failed
- IDocs/interfaces are prioritized.
- Monitor core KPIs (billing throughput, inventory accuracy, MRP runs, posting volumes, batch jobs, integrations).
Prioritization & Release Management
- Run the triage board to prioritize fixes by customer impact, regulatory deadlines, cash/risk exposure, and dependency.
- Coordinate emergency transports, mini-sprints, hotfix releases, and regression testing with
- QA/Release Manager.
- Protect the production environment with controlled change windows, rollback plans, and smoke tests.
Business Readiness & Communications
- Provide concise business comms (service advisories, ETAs, known issues/KBs, workarounds, readiness dashboards.
- Ensure super-user networks and site champions are engaged; run floor-walks and "hypercare clinics".
- Collect VoC (voice of customer) and front-line feedback; translate into backlog and improvement actions.
Data, Integrations & Environment Stability
- Drive resolution for master and transactional data defects; align with MDG and data owners.
- Oversee integration health (CPI/PI/PO, APIs, batch jobs), reprocessing, and error monitoring.
- Coordinate BASIS and Security for performance tuning, authorizations, SoD, and environment reliability.
Financial Control & Reconciliation
- Ensure daily financial reconciliations (GR/IR, subledger-to-GL, open items, bank interfaces) stabilize to tolerance.
- Partner with Finance to meet period close; track cash collection, billing, and revenue recognition impacts.
Knowledge Transfer & Transition to BAU
- Create/curate Knowledge Base articles, run KT to Level 2/3 support, and confirm support model readiness.
- Phased handover to BAU - Project progressively hand over support to BAU
- Define and execute Hypercare exit criteria; Ensure all defects are handed over to BAU and have business agreed action plans and sign off by Senior Business Leaders, handover service catalogue, dashboards, and documentation to BAU.
Deliverables
- Hypercare Playbook & Runbook (inc. escalation matrix, SLAs, severity matrix, exit criteria).
- Daily Incident Dashboard (by severity, process, module; SLA status; aging; top problems; business impact).
- Executive Hypercare Report (readout pack with KPIs, risk heatmap, backlog burn-down, stabilization trend).
- Known Issues & Workarounds Repository (searchable KB linked to ticketing).
- RCA Packs for Sev1/Sev2 with preventive actions tracked to closure.
- BAU Handover Dossier (support model, KT evidence, SOPs, monitoring guides).
Key Experiences & Skills
Essential
- 8-12+ years in large-scale ERP programs with 2-3 SAP S/4HANA go-lives including formal hypercare leadership.
- Strong understanding of S/4 core (FI/CO, MM, SD; plus PP/EWM/QM as relevant), Fiori, and integrations (CPI/PI/PO).
- Hands-on with ITSM tools (ServiceNow/Jira/Remedy), and Qtest
- Demonstrated track record in incident command, major incident management, and executive
- stakeholder management.
- SAP Activate Plus
Skills & Attributes
- Operational Leadership: Calm under pressure; decisive triage and prioritization.
- Communication: Clear, concise executive and frontline comms; strong facilitation of cross functional teams.
- Analytical: Data-driven dashboards; can spot patterns/trends; comfortable with SQL/Excel/Power BI basics.
- Delivery Discipline: Strong governance, documentation rigor, and change control mindset.
- People & Vendor Management: Orchestrates internal teams, SI partners, and software vendors to outcomes.
- Customer Centricity: Balances speed of fix with user impact, compliance, and long-term stability.
Tools & Platforms
- QTest / Jira Service Management
- SAP: S/4HANA, Fiori Launchpad, Solution Manager / Cloud ALM
- Collaboration: Microsoft Teams, SharePoint, Confluence
- Reporting: Power BI / Tableau (for incident and stability dashboards)
Governance & Ways of Working
- Cadence
- Daily AM/PM triage (Week 1), daily stand-up (Weeks 2-4), weekly exec readout
- Nightly stability checks and "go/no-go" windows for hotfixes