SAP BRIM Technical Project Manager / Support Lead
Position Overview
We are looking for an experienced SAP BRIM Project Manager / Support Lead to manage our production support, continuous enhancement, and operational governance across the SAP BRIM (Billing and Revenue Innovation Management) landscape. This role combines hands-on functional understanding of core BRIM pillars with project management discipline. You will lead a blended onshore/offshore team, enforce ITIL-based SLA/KPI targets, drive critical incident resolution, and govern small-to-medium business enhancements from scoping to hypercare.
Role Details
Title: SAP BRIM Support Lead / Project Manager
Experience Level: 8-12+ years (minimum 4+ years in SAP BRIM environments, 3+ years in a Lead/PM role)
Workstream: Order-to-Cash (OTC) / Lead-to-Cash (L2C) monetization support
Key Responsibilities
1. Support Operations & SLA Governance
Lead day-to-day operations for Level 2 and Level 3 production support across the entire SAP BRIM suite.
Own and report operational KPIs: mean time to acknowledge (MTTA), mean time to resolve (MTTR), SLA compliance (>98%), ticket backlog trends, and first-time-fix rates.
Serve as the primary escalation point for Priority 1/2 billing, mediation, rating, and invoicing incidents; lead root cause analyses (RCA) and post-mortem discussions.
Manage high-volume recurring operations: month-end billing cycles, automated rating batches, bill-run failures, out-of-sequence consumption data, and financial posting reconciliations.
2. Project Management & Continuous Improvement
Manage minor release cadences, change requests (CRs), and platform enhancements using hybrid Agile/Scrum or Waterfall frameworks.
Own project schedules, resource allocations, sprint backlogs, risk/issues/assumptions/dependencies (RAID) logs, and release readiness checklists.
Coordinate end-to-end delivery: requirement discovery, solution design review, build, system integration testing (SIT), regression testing, cutover, and post-deployment stabilization.
Interface directly with business finance, IT steering committees, external System Integrators (SIs), and vendor partners.
3. Functional Oversight & Solution Integrity
Provide functional governance across core modules:
SAP SOM (Subscription Order Management): Subscription lifecycle, master agreements, product catalog, provider contracts.
SAP CC (Convergent Charging): Rating and charging logic, charge plans, allowance logic, subscriber mapping.
SAP CI (Convergent Invoicing): Billable items (BITs), consumption items (CITs), bill runs, aggregation, invoicing rules.
SAP RAR: Revenue postings, reconciliation & rev-rec.
Coordinate integration integrity with SAP S/4HANA Finance, SAP CPQ, SAP Integration Suite (CPI), external CRM, and data mediation layers.
Required Qualifications & Experience
Total Experience: 8+ years of IT delivery/support experience, with at least 4+ years dedicated to SAP BRIM (formerly Hybris Billing) and 3+ years running project management or application maintenance services (AMS).
Core Technical Expertise: Functional or technical depth in at least two of the four BRIM components (SOM, CC, CI, RAR) alongside familiarity with the overall end-to-end data pipeline.
Support Frameworks: Proven experience running structured ITIL processes (Incident, Problem, Change, and Release Management) using tools such as ServiceNow, Jira, or SAP Solution Manager.
Project Delivery: Demonstrated success managing cross-functional technical teams (developers, functional consultants, BASIS, middleware teams) across distributed time zones.
Integration Acumen: Familiarity with modern SAP interface technologies (OData, REST APIs, IDocs, SAP CPI) and reconciliation between rated events and general ledger entries.
