Role description
Job Description - Global IT Operations Manager (SAP)
Position Title: Global IT Operations Manager - SAP HCM Systems
Location: Bangalore, India
Experience: 5-10 Years
Department: BD/PTD-H2R
Employment Type: Full-time
About the Role
We are seeking an experienced Global IT Operations Manager to lead endtoend operations of SAP HCM, SAP SuccessFactors. The ideal candidate will have deep expertise in SAP release management, Upgrade Management, incident/problem/change management, service delivery, and global AMS operations. This role involves managing large-scale HR ERP environments, driving operational excellence, and collaborating with crossfunctional business and IT stakeholders across regions.
Key Responsibilities
IT Operations & Service Delivery
Manage daily IT operations for SAP HCM, SAP SuccessFactors applications.
Ensure 24/7 service continuity, SLA adherence, and efficient ticket lifecycle management.
Lead a global support team, overseeing incident, problem, change, and release management processes.
Drive continuous reduction of ticket backlog and stabilization of system operations.
SAP Release & Change Management
Plan, coordinate, and implement SAP HR release/upgrade cycles (testing, deployment, validation).
Establish strong release governance frameworks ensuring minimal production impact.
Collaborate with solution managers, development teams, and functional leads for release readiness.
Major Incident & Problem Management (MIM/RCA)
Lead highseverity incident resolution, ensuring quick service restoration.
Conduct Root Cause Analysis (RCA) and PostIncident Reviews (PIR) to prevent recurrence.
Optimize escalation matrix and MIM workflows to reduce downtimes.
Stakeholder & Vendor Management
Act as the bridge between business stakeholders, IT teams, and external vendors.
Coordinate with global customers, developers, and process owners for requirement alignment.
Manage vendor performance related to SAP upgrades, incidents, and enhancement delivery.
Tools & Process Management
Work extensively with ServiceNow, BMC Remedy, Confluence, Jira, and SAP HR toolsets.
Develop KPI dashboards and service performance reports using Power BI & MS Office Suite.
Support governance initiatives, documentation, process optimization, and compliance.
Additional Responsibilities
Conduct training workshops, enablement sessions, and functional walkthroughs.
Lead AMS activities across multiple countries for SAP T&E, SAP HR modules, and other HR systems.
Oversee data migration activities and crossfunctional integrations.
Required Skills & Competencies
Strong knowledge of SAP HCM, SAP SuccessFactors EC
Expertise in ITIL processes, especially Incident, Problem, Change & Release Management.
Hands-on experience with ServiceNow or similar Ticketing tools.
Ability to handle Major Incidents, escalations, governance, and process documentation.
Excellent communication, stakeholder engagement, and team leadership skills.
Strong analytical and decisionmaking capabilities.
Education
MBA / Executive MBA (HR / IT / General Management) or
Bachelor s degree in engineering.
Certifications (Preferred)
ITIL V4 Foundation
Lean Six Sigma - Green Belt
Certified Scrum Master (CSM)
SAP HR / SuccessFactors Certification
Project Management / Product Management Certifications
Work Experience
5-10 years of overall IT Operations experience
Minimum 8+ years in SAP/NonSAP AMS environment
Experience leading global teams and managing large-scale HR ERP systems
Skills
sap hcm,sap successfactors,itil process management,servicenow,ams,change management,sap release management,incident management,erp,power bi,jira,bmc remedy
About UST
UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.
