Change and Relase manager and ALM tools expert

9/2017 – 1/2024

As a seasoned expert in SAP Change and Release Management, I defined and executed release and change processes, managed SAP upgrades, and provided 1st tier support for Solution Manager Focused Build and CHaRM. I led support services for Product Creation systems, enhancing data quality and reducing incidents by 75%. I implemented system performance KPIs, improved service quality through transparent communication, and increased service satisfaction from 4/10 to 8/10. Additionally, I established automated service reporting, saving 16 man-hours monthly.

IT Service Management (ITSM), ITIL, Lifecycle Management, Release-Management, Sap Solution Manager, Transition Management

9/2011 – 8/2017

Global service manager for change management in Wrigley business segment, including 1st tier support performed by external partners, service reporting and KPIs, improvement and process enhancement to other business segments. Act as global test and change management lead for ERP upgrade projects. SAP Solution Manager (Change, Test management modules) owner: expert level support, deployment and enhancement. Change Management processes architect.
▪ Established follow-the-sun 1st level support by the offshore contractors. Established and operated Service KPIs and Service Scorecards for SAP Solution Manager as a change management tool
▪ Enhanced Change Management service to new business units: proposed new service to main stakeholders, prepared and executed project plan, motivated new people to use the service, secured proper training sessions and smooth transition to new service. As a result of service implementation in new business unit manual efforts in Change Management area was eliminated.
▪ Defined and executed transport strategy and change management processes for upgrade and implementation projects, prepared scope and efforts analysis for upgrade projects that led to reduction of ABAP coding efforts.
▪ Handled Project Management role and Subject Matter Expert role for SAP Solution Manager upgrade
▪ Migrated change management processes from SAP Solution Manager to Rev-Trac to unify the change management processes and tools
▪ Implemented post-refresh checks automation that reduces testing efforts by 40% for each cycle-0 check after system refresh
▪ Improved Integration and Regression testing reporting to increase information quality and visibility of testing progress, highlight issues, risks and risks mitigation.

ITIL, IT Service Management (ITSM), Sap Solution Manager, Application lifecycle management (ALM)