Ensuring a stable, high-quality 24x7 Service Operation and Service Delivery for the SAP landscape, including SAP ECC / S/4HANA and related integration platforms (e.g., SAP PI / Integration Suite, SAP BTP, SAP RISE @ AWS)
Managing and continuously improving ITILv4-based service management processes (Incident, Problem, Change, Service Request) in collaboration with IT service partners and SAP Basis teams
Monitoring service performance and ensuring SLA compliance, proactively identifying risks, dependencies, and improvement opportunities
Acting as a key point of contact for stakeholders, ensuring clear communication and alignment across a multicultural and distributed environment
Driving data-based decision-making, including reporting, KPI tracking, forecasting, and defining actionable improvement plans
Enhancing service quality and stakeholder satisfaction by reducing incidents, eliminating recurring issues, and improving operational efficiency
Ensuring compliance with security standards, internal policies, and regulatory requirements
Maintaining accurate and up-to-date service documentation (runbooks, procedures, service catalogues)
Promoting Continual Service Improvement (CSI) through structured analysis of operational data
Fostering collaboration and alignment across distributed teams (Portugal, Germany, India)

Solid experience in IT service operations / support engineering
Strong understanding of ITSM / ITILv4 practices
Experience working with or exposure to SAP environments (e.g., ECC, S/4HANA, SAP Basis, or application support)
Ability to manage service performance, SLAs, and KPIs, and drive continuous improvement
Strong communication and stakeholder management skills in international environments
High level of ownership, accountability, and proactivity
Structured and analytical mindset with strong problem-solving skills
Ability to prioritize and make decisions in dynamic, high-pressure environments
Experience working with cross-functional and distributed teams
Fluent in English (written and spoken)

Service Manager, SAP Basis

Key skills