SAP Basis

The SAP BASIS Project Manager is responsible for end to end delivery and governance of SAP BASIS services across a 24 7 support model, managing L1, L2, and L3 teams. The role ensures stable SAP operations, ITIL compliant service delivery, customer satisfaction, and continuous service improvement across complex SAP landscapes (ECC, S/4HANA, BW, PO, HANA, Azure/Cloud). The position acts as the single point of accountability for SAP BASIS service delivery, stakeholder communication, SLA adherence, reporting, audits, and quality management. Key Responsibilities 1. Service Delivery & Operations Management Own end to end SAP BASIS service delivery for 24 7 operations across multiple SAP systems and environments Ensure availability, performance, security, and stability of SAP landscapes Govern and coordinate L1, L2, and L3 support teams, including shift planning and on call coverage Drive incident, problem, change, and service request management in line with ITIL best practices Ensure proactive monitoring, alert handling, root cause analysis, and preventive actions 2. ITIL Process Governance Implement, operate, and continuously improve ITIL processes: o Incident Management o Problem Management o Change & Release Management o Service Request Management o Major Incident Management Chair CAB meetings, review change risk, and ensure zero impact production changes Ensure post incident reviews, RCA documentation, and corrective action tracking 3. Team Leadership & Resource Management Lead and mentor multi location, multi vendor SAP BASIS teams (L1/L2/L3) Define roles, responsibilities, RACI, and escalation models Manage onboarding, knowledge transitions, cross training, and skill development Ensure high team engagement, performance, and adherence to operational discipline 4. Customer & Stakeholder Management Act as primary customer interface for SAP BASIS services Conduct weekly, monthly, and quarterly service review meetings with stakeholders Provide clear communication during major incidents and escalations Build strong relationships with business users, IT leadership, SAP vendors, and infrastructure partners 5. SLA, KPI & Performance Management Own and track SLAs, OLAs, KPIs, and service credits Ensure compliance to agreed service levels for: o System availability o Incident response and resolution times o Change success rate Drive continuous service improvement (CSI) initiatives 6.

Reporting & Governance Prepare and present weekly and monthly operational reports, including: o Incident and problem trends o SLA/KPI dashboards o Availability and performance metrics o Change success and failure analysis Support management reviews, audits, and compliance reporting Maintain accurate service documentation and operational dashboards 7. Quality, Compliance & Documentation Ensure high quality service documentation, including: o SOPs, runbooks, and operational manuals o Escalation matrices and contact lists o DR/BCP procedures and test reports Ensure compliance with internal controls, audit requirements, and regulatory standards Drive standardization, automation, and best practices adoption 8. Project & Transition Management Manage service transitions, knowledge transfer, and stabilization phases Coordinate SAP upgrades, migrations, DR drills, and landscape changes Collaborate with projects, architecture, security, and cloud teams Support RFPs, service design, and solution governance when required Required Skills & Experience Technical & Functional Skills Strong understanding of SAP BASIS operations (ECC, S/4HANA, HANA, BW, PO, GRC, SLT, etc.) Experience with cloud hosted SAP systems (Azure / hyperscalers) Solid knowledge of SAP monitoring, performance, transport, and system administration concepts Service Management Skills Deep expertise in ITIL based service delivery Hands on experience managing 24 7 support operations Strong escalation, risk management, and decision making skills Leadership & Communication Proven experience managing large, distributed L1/L2/L3 teams Excellent stakeholder management and executive communication skills Strong presentation, reporting, and documentation abilities Qualifications Bachelor's degree in Engineering, Computer Science, or equivalent ITIL Certification (mandatory or preferred) 10+ years of SAP BASIS experience, with 5+ years in service/project management roles Key Success Factors Zero outage mindset Strong governance and operational discipline Customer first approach Data driven service improvement Ability to manage complexity under pressure