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 secure 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 settings

• 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

📌 Sap Basis Bengaluru (India)
🏢 Trigent Software
📍 India