- Service Delivery & Operations Management

- Own end to end SAP BASIS service delivery for 247 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:

- Incident Management

- Problem Management

- Change & Release Management

- Service Request Management

- 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 :

- System availability

- Incident response and resolution times

- Change success rate

- Drive continuous service improvement (CSI) initiatives

6. Reporting & Governance :

- Prepare and present weekly and monthly operational reports, including :

- Incident and problem trends

- SLA/KPI dashboards

- Availability and performance metrics

- Change success and failure analysis

- Support management reviews, audits, and compliance reporting

- Maintain accurate service documentation and operational dashboards