Enterprise Applications & AI Delivery Lead

Title- Enterprise Applications & AI Delivery Lead

Location-Malaysia

Position- Full-Time

Role Summary / Job Purpose

The role is responsible for the stability, integration, and strategic evolution of AVASO's enterprise application landscape. AVASO runs on ServiceNow, SAP S/4HANA, and Salesforce; keeping these platforms performing, integrated, and aligned to business needs is the core of this role. Alongside application ownership, the lead scopes the AI roadmap grounded in real business value and works with the Data & Information Governance Lead to ensure the data foundation supports it.

Key Responsibilities

Enterprise Application Portfolio

• Own the enterprise application portfolio (SAP S/4HANA, ServiceNow, and Salesforce), ensuring stability, performance, and alignment to business requirements.
• Liaise with the SAP S/4HANA implementation partner, protecting data integrity and configuration standards as the implementation progresses.
• Oversee integration architecture across enterprise platforms, working with the Integration & API Engineer to maintain data consistency across system boundaries.

ServiceNow Platform

• Own ServiceNow as the operational backbone: ITSM workflows, B2B integrations, CMDB, and service catalogue.
• Drive ServiceNow configuration decisions and ensure the platform reflects how AVASO's delivery operation works.

AI Roadmap

• Build AVASO's AI roadmap by identifying high-value use cases, assessing feasibility, and sequencing adoption realistically.
• Partner with the Data & Information Governance Lead to ensure data architecture supports AI readiness.
• Evaluate AI tools and frameworks relevant to AVASO's application context; focus on what delivers business value in production, not experimentation.

Software Delivery & Automation

• Manage software delivery and automation initiatives within the tower.
• Support the Head of ET&E in prioritising the application delivery backlog against business demand.

Additional Areas of Focus

• Build relationships with key application vendors and implementation partners.
• Contribute to data quality governance in collaboration with the Data & Information Governance Lead.
• Identify automation opportunities across enterprise platforms that reduce manual overhead for the business.

Required Skills

Technical Skills

• Enterprise application architecture across ERP, ITSM, and CRM platforms.
• Hands-on configuration and delivery experience in at least one of SAP S/4HANA or ServiceNow.
• Integration architecture across enterprise systems, including API and middleware patterns.
• AI roadmap design: use case identification, feasibility assessment, and sequencing.
• Data readiness for AI, in partnership with data governance and architecture standards.
• Software delivery and automation practices in an enterprise application context.

Functional Knowledge

• Systems thinker: understands how platforms connect and how data flows between them.
• Pragmatic about AI: focused on what delivers business value, not what is technically interesting.
• Able to manage multiple platforms and priorities without losing sight of quality.
• Strong communicator across technical and business audiences.
• Growth mindset: positioned to evolve from delivery-focused player-coach to strategic application and AI leader.
• Vendor and implementation partner management.

Tools / Systems / Technical Knowledge

• SAP S/4HANA (functional and configuration perspective; implementation liaison).
• ServiceNow (ITSM, CMDB, service catalogue, B2B integrations).
• Salesforce (integration governance perspective).
• Microsoft 365 in an enterprise application context.
• API management and middleware platforms (MuleSoft, Azure API Management, or equivalent).
• AI tools and frameworks relevant to enterprise application use cases.
• ITIL v4 service management practices.

Decision-Making Authority

• Owns the enterprise application portfolio roadmap and prioritisation across SAP S/4HANA, ServiceNow, and Salesforce.
• Final authority on ServiceNow configuration decisions and platform direction.
• Owns the AI roadmap, including use case selection, sequencing, and tool/framework choices.
• Decision rights over application change governance and release prioritisation within the tower.
• Provides binding input on integration architecture decisions in coordination with the Integration & API Engineer.
• Escalates to the Head of ET&E where decisions affect cross-tower priorities or require executive arbitration.

Problem-Solving Complexity

• Complex and multi-platform: balancing the demands of SAP S/4HANA implementation, ServiceNow operations, and Salesforce integration simultaneously.
• Player-coach problem-solving: combining hands-on system design decisions with leadership of the application tower.
• AI strategy under ambiguity: AVASO's AI capability does not yet exist; the lead defines what is viable and sequences it.
• Trade-offs between delivery speed, configuration integrity, and long-term platform health.
• Cross-functional dependencies: data quality, integration design, and business demand all converge in this role.

Stakeholder Management / Influence

• Reports to the Head of ET&E on application portfolio health, AI roadmap progress, and tower priorities.
• Direct reports: Enterprise Apps Specialist and Integration & API Engineer.
• Peers: Data & Information Governance Lead, InfoSec Lead, Infrastructure Lead, and business platform owners.
• Cross-functional influence: Sales (Salesforce), Finance/Procurement/Supply Chain (SAP), Service Delivery (ServiceNow).
• External: SAP S/4HANA implementation partner, application vendors, and AI tooling providers.
• Non-client-facing role; influence is internal across technical and business stakeholders at peer and leadership level.

Education & Certification Requirements

Minimum Mandatory Qualifications

• Bachelor's degree in information technology, Computer Science, or a related field; or equivalent practical experience.

Preferred Qualifications / Certifications

• ServiceNow Certified System Administrator (CSA) as a baseline if the Implementation Specialist is not held.
• SAP Certified Application Associate, S/4HANA relevant module.
• Experience with API management or middleware platforms (MuleSoft, Azure API Management, or equivalent).

Nice to Have

• Experience in a global IT services or managed services environment.
• Salesforce Administrator certification or equivalent platform experience.
• Recognised AI or machine learning certification (AWS AI Practitioner, Microsoft Azure AI Fundamentals, or similar).
• ITIL v4 Foundation.

Experience Requirements

• 10+ years of experience in enterprise application delivery, including at least 3 years leading a team or platform, with hands-on ownership of at least one major ERP or ITSM platform.
• Demonstrated experience with ServiceNow in a delivery or administration capacity.
• Familiarity with SAP implementation experience or functional support background preferred.
• Experience managing or contributing to integration architecture across enterprise systems.
• Practical exposure to AI or automation tools in a business context.