Job Purpose and Impact
The SOLMAN and CHARM Lead will oversee the delivery and management of SAP Solution Manager and Change Request Management processes, ensuring effective performance of internal and external service providers. This role involves building partnerships with business units and continuously improving IT services. A deep understanding of SAP Solution Manager functionalities, including SOLdoc and Business Process Monitoring (BpMOn), is essential to support business requirements and enhance IT service delivery.
Key Accountabilities
- Provide guidance and support to ensure SAP Solution Manager and CHARM operations with internal and external service providers are delivered against targets and contractual obligations.
- Conduct comprehensive reviews of SOLMAN and CHARM processes, including SOLdoc and BpMOn functionalities, with internal and supplier teams.
- Develop and recommend improvements to standard and moderately complex SOLMAN and CHARM processes and procedures.
- Review, analyze, and prioritize change request deliverables using tools like SAP Solution Manager, Remedy, and Power BI.
- Act as the primary owner of the engagement with suppliers providing SAP Solution Manager and CHARM services.
- Maintain open communication channels with project and AMS teams to address transition and change management issues.
- Independently solve moderately complex issues with minimal supervision, while escalating more complex issues to appropriate staff.
- Represent the Service Introduction Practice in SAP Deployment Methodology teams.
- Guide, mentor, and manage the SOLMAN and CHARM team of managed partners.
- Identify opportunities to improve and optimize existing SOLMAN and CHARM processes and related documentation.
- Perform other duties as assigned.
Qualifications
- Minimum requirement of 4 years of relevant work experience. Typically reflects 5 years or more of relevant experience.
Technical Responsibilities - Manage SAP Solution Manager functionalities including SOLdoc for documentation and BpMOn for business process monitoring
- Oversee Change Request Management (CHARM) processes, ensuring workflow-based transport management approval and audit-proof documentation
- Utilize SOLdoc to maintain comprehensive documentation of business processes and system configurations
- Implement and monitor BpMOn to provide transparency about end-to-end process health based on predefined KPIs
- Ensure proper configuration of system landscapes, RFC communication, and transport routes for CHARM
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