Company Introduction – T-Systems ICT India Pvt. Ltd. T-Systems Information and Communication Technology India Private Limited (T-Systems ICT India Pvt. Ltd.) is a certified Great Place To Work®, proudly recognized for its strong people-first culture and commitment to employee excellence. As a wholly owned subsidiary of T-Systems International GmbH, T-Systems India operates out of Pune and Bangalore, with a dynamic team of over 4,200 professionals delivering high-value IT services to group customers worldwide. T-Systems India plays a key role in this global vision by delivering integrated, end-to-end IT solutions and sector-specific software to drive transformation across industries, including automotive, manufacturing, logistics, transportation, healthcare, and the public sector. For over 25 years, T-Systems International GmbH has been at the forefront of digital innovation, driving progress and fostering digital optimism. As a leading European IT services provider and a proud part of Deutsche Telekom, T-Systems delivers transformative digitalization projects backed by deep expertise in consulting, cloud, AI, cybersecurity, and connectivity. With a global workforce of 26,000 employees across 26 countries, we set industry benchmarks in efficiency, sovereignty, security, and reliability—empowering organizations to unlock their full digital potential. With annual revenues exceeding EUR 4.0 billion (2024), T-Systems stands as one of Europe’s foremost digital transformation partners, committed to shaping the future of enterprise technology.

Role Overview

We are seeking an experienced Service Chain Operations Manager with strong expertise in SAP Basis administration and IT service delivery. The ideal candidate will have a proven track record in managing SAP landscapes, infrastructure operations, incident, problem and change management, stakeholder engagement, and service excellence across complex enterprise environments. The role requires a blend of technical expertise, operational leadership, and customer-facing service management capabilities to ensure high availability, reliability, and continuous improvement of SAP services.

Experience :  6 years - 9 years

Key Responsibilities

Service Delivery & Operations Management

• Own end-to-end service delivery across SAP and supporting technology landscapes, including Cloud, Network, Firewall, Operating Systems, and Databases.
• Ensure service availability, performance, reliability, and compliance with agreed SLAs and KPIs.
• Drive operational excellence through proactive monitoring, governance, and continual service improvement initiatives.
• Conduct regular operational and service review meetings with customers and internal stakeholders.
• Ensure adherence to operational processes, compliance requirements, and audit standards.

Incident, Change & Problem Management

• Lead major incident management activities, ensuring timely resolution of critical service disruptions.
• Act as the primary escalation and de-escalation point for delivery-related issues.
• Coordinate cross-functional teams (L1/L2/L3 support) to restore services and minimize business impact.
• Drive root cause analysis and collaborate with Problem Management teams to eliminate recurring issues.

• Manage and govern change implementation activities across SAP landscapes.
• Assess customer requirements, operational risks, and resource availability to ensure successful change execution.
• Ensure compliance with change management processes and best practices.

SAP Infrastructure & Technical Operations

• Oversee SAP Basis operations, including upgrades, patching, system refreshes, and performance optimization.
• Manage SAP environments such as S/4HANA, ECC, NetWeaver, and associated databases (SAP HANA, Oracle).
• Ensure system security, high availability, backup strategies, disaster recovery readiness, and business continuity.
• Support cloud and hybrid SAP landscapes across hyperscale platforms.

Stakeholder & Vendor Management

• Collaborate with customers, internal teams, and external vendors to ensure seamless service delivery.
• Manage customer expectations and build strong relationships through effective communication and governance.
• Drive alignment across SAP, infrastructure, cloud, and business stakeholders.

Required Skills & Experience

• Experience in SAP Basis and IT Infrastructure Operations, including leadership responsibilities.
• Strong knowledge of ITIL processes, including Incident, Problem, Change, and Service Level Management.
• Experience with ServiceNow, JIRA, and other ITSM tools.
• Excellent stakeholder management, customer engagement, and communication skills.
• Strong analytical, troubleshooting, and decision-making capabilities.
• Hands-on expertise in SAP Basis administration and SAP landscape management.
• Strong experience with SAP HANA and Oracle databases.
• Good understanding of Linux/Unix and Windows operating systems.

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