At sap, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.
the sap enterprise cloud services (ecs) organization is a business unit responsible for providing cloud hosted infrastructure and application management services to sap customers around the world in a 24x7 operations model. Our portfolio of private cloud solutions turns sap products into a solution-as-a-service on customer’s preferred infrastructure, includinghyperscalers, as one sap. The portfolio is at the center of the sap strategy to help customers on their journey to use sap s/4hana and become an intelligent enterprise.
as part of ecs, the sap enterprise cloud services private cloud customer center, or pc3, is an organization dedicated to managing service delivery at scale for high-volume, private cloud customers.
because we are at the heart of the sap strategy, our business unit is growing rapidly.in order tofacilitatethat growth, we are looking for people with diverse technical and customer engagement backgrounds to join our centers of expertise around the world. You will become part ofa great teamof smart technical and customer engagement professionals, where there are great opportunities for growth and there is tremendous potential for specialized development of your skills.
the role
the digital customer engagement manager (dcem)is responsible fore2e customer engagement and delivery of contractual agreement and services for sap cloud customers of sap enterprise cloud services,mainly focusingon sap s/4hana, private cloud edition deliverables.
thedcemoversees the customer lifecycle from the moment of contract signing, particularly customer onboarding, continuous service delivery, release and maintenance project initiation, change management and renewal support for a range of customers. Thedcemis also expected tomaintaincustomer satisfaction through issue mitigation and escalationmanagement, andhelping customers maximize the value of their partnership with sap. Thedcemmanages a variety of technical and engagement aspects during the various phases of a range of customer’s lifecycle. They will work in seamless collaboration with project leads (pl) and sap enterprise cloud services internal delivery teams for the committed scope ofdelivery throughoutthe customer engagement lifecycle. This role also provides expert support in operations andfacilitatesthe service lifecycle.
key taskscomprisethe following:
supports sales to delivery handover and customer onboarding to sap enterprise cloud services
initiatesdigital servicekick off for customers
contributes to onboarding/transitioning customers toecs
supports in de-escalations of critical customersituations
supports critical customer situations in conjunction with major incident management (mim), sap enterprise cloud services customer office teams and sap product support, asapplicable
executes technical feasibility studies / solution reviews (if applicable)
contributes to customer release and maintenanceactivities
supports customers on technical requirements throughout their lifecycle within the sap enterprise cloud services scope ofengagement
executes and supports problem management and continuousimprovement
reviews sla service credit cases
supports commercial changerequests
contributes to the liaison with different sap stakeholders, esp. Virtual customer success partner involved in the accounts, to ensure customersuccess
supports in reviewing account status and analyzing if account needs to be transitioned to another team, based on growth in volume or complexity of the account overtime.
role requirements
engineering graduate with minimum 7+ years of work experience as sap technical consultant with 2+ years in customer facing role (consulting, it support, it services etc.)
individualin this roleisexpected to deliver ‘effective customer communication’ using digital mediums to achieve high customer satisfaction. Strong knowledge of it service management, sapbasisand sap application
hands on experience with sap basis activities, sap releaseupgradesand infrastructure updates for cloud customers
good understanding of ecss operations infrastructure,processesand automation tools like spc, tic etc. is aplus
knowledge of project management fundamentals, itil, lean fundamentals is aplus
cloud architecture and it technical infrastructureknow-how
technical and applicationexpertisefor different cloud solutions (min. Hec & s/4hana)
understanding of escalation handling and procedures
experience in working with cross-cultural and cross-functional teams orindividuals
proficiencyin english (written and verbal),additional(local) languages areplus
bring out your best
sap innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (erp) software, sap has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At sap,you can bring out your best.
we win with inclusion
sap’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At sap, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
sap is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of equal employment opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with sap and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to recruiting operations team: careers@sap.com
for sap employees: only permanent roles are eligible for the sap employee referral program, according to the eligibility rules set in the sap referral policy. Specific conditions may apply for roles in vocational training.
eoe aa m/f/vet/disability:
qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
successful candidates might be required to undergo a background verification with an external vendor.
requisition id: 430653 | work area: information technology | expected travel: 0 - 10% | career status: professional | employment type: regular full time | additional locations: #li-hybrid.
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job segment: cloud, erp, sap, database, consulting, technology
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