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

- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- Solid 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

📌 SAP Basis (Bengaluru)
🏢 Trigent Software
📍 Bengaluru