Digital Customer Engagement Manager Escalations & Exceptions

Requisition ID: 438077

Work Area: Consulting and Professional Services

Expected Travel: 0 - 10%

Career Status: Professional

Employment Type: Regular Full Time

Career Level: T2

Hiring Manager:Marco Correa

Recruiter Name: Thais Nadim

Please submmit your resume in English. Only resumes in English will be considered.

This position requires you to commit to out hybrid-work model and youll be expected to be at SAP office 3x a week.

The SAP Global Cloud Operations (GCO) 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 customers preferred infrastructure including Hyperscalers 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 GCO Private Cloud Customer Center or PC3 is an organization dedicated to managing service delivery on a scale for high-volume private cloud customers.

Because we are at the heart of the SAP strategy our business unit is growing 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 for end to end customer engagement and delivery of contractual agreement and services for SAP Cloud Customers of SAP Global Cloud Operations mainly focusing on 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 customers lifecycle. They will work in seamless collaboration with Project Leads (PL) and SAP Global Cloud Operations internal delivery teams for the committed scope ofdelivery throughoutthe customer engagement lifecycle. This role also provides expert support in operations andfacilitatesthe service ideal candidate is comfortable operating in complex enterprise environments managing critical customer situations and coordinating cross-functional technical teams to drive resolution and customer success.

This role requires exceptional communication skills strategic problem-solving abilities and a proven track record of managing high-stakes situations with professionalism and precision. The ideal candidate will excel at transforming complex technical and business challenges into clear actionable resolution plans while maintaining stakeholder confidence throughout the escalation lifecycle.

Key Responsibilities

• Own the end-to-end management of critical customer and internal escalations from initial assessment through resolution closure and post-mortem analysis
• Act as the primary point of contact for high-impact situations coordinating cross-functional teams across Support Engineering Product Operations and leadership stakeholders
• Drive structured resolution plans with clear timelines ownership risk mitigation and success criteria while ensuring timely executive escalation when required
• Produces comprehensive meeting documentation within 24 hours capturing decisions action items with accountability and maintains organized centralized repositories
• Develops strategic action plans translating objectives into executable roadmaps with milestones dependencies success metrics and phased escalation resolution plans (30-90 days)
• Establishes accountability frameworks monitors progress against plans provides regular leadership updates and proactively identifies risks with course correction recommendations
• Communicate and translate complex technical issues clearly to both technical and business audiences including customers executives and internal stakeholders
• Lead escalation calls executive updates and stakeholder communications with professionalism transparency and strong customer focus
• Build and maintain trust with customers during high-pressure situations
• Maintain accurate documentation of escalations action plans decisions root cause analysis and lessons learned to support operational excellence and continuous improvement
• Make critical decisions under pressure with incomplete information
• Manage high-pressure and politically sensitive situations with strong decision-making conflict resolution and stakeholder management skills
• Track escalation trends operational risks and improvement opportunities to help reduce recurring issues and enhance customer experience
• Review of SLA-related topics operational risks and service improvement opportunities

Required Qualifications

• Strong hands-on experience with SAP Basis administration SAP S/4HANA environments system upgrades patching and infrastructure operations in cloud environments
• Exceptional written and verbal communication skills including executive-level correspondence presentations for diverse audiences and professional meeting facilitation with high emotional intelligence
• Experience maintaining high-quality documentation including meeting outcomes decision logs and centralized knowledge repositories
• Solid understanding of core networking and cloud infrastructure concepts including VPN technologies (IPsec SSL/TLS); routing and connectivity concepts (BGP subnetting firewalls); AWS networking services (VPC Transit Gateway Direct Connect) / Azure networking services (VNet ExpressRoute) / GCP networking fundamentals (VPC Cloud VPN)
• Experience managing critical customer escalations in enterprise environments
• Strong stakeholder management and customer communication skills
• Ability to manage high-pressure situations with professionalism and structure
• Experience working across global cross-functional and cross-cultural teams
• Strong organizational and problem-solving skills
• Native or near-native proficiency inEnglish and Spanish (Latin America countries)/ Portuguese (Brazil); additional languages a plus
• Familiarity withITIL Agile or similar frameworksfor incident and problem management

Preferred Qualifications

• Experience maintaining high-quality documentation including meeting outcomes decision logs and centralized knowledge repositories
• Ability to translate complex objectives into actionable roadmaps with defined dependencies timelines and measurable success criteria
• Advanced troubleshooting capabilities in enterprise environments including:
• Networking: packet analysis latency and bandwidth optimization routing and BGP troubleshooting VPN connectivity issues MTU/fragmentation and traffic flow analysis
• SAP / HANA: performance analysis and optimization (SQL memory management system bottlenecks) work process analysis and database monitoring
• SAP Basis operations: transport management user authentication/SSO RFC connections background jobs system refreshes and patching activities
• Proven ability to proactively identify risks manage dependencies and drive resolution in complex multi-layered technical environments
• Experience with multi-cloud or hybrid cloud architectures
• Professional certifications:PMP ITIL CSM or Six Sigma
• Experience with enterprise software implementations and cloud technologies
• Familiarity with ITIL incident management or service management frameworks
• Knowledge of automation and infrastructure-as-code tools such as Terraform or Python
• Experience with SAP cloud operations processes and tools
• Cloud or infrastructure certifications are a plus

Professional Certifications preferred but highly valuable

• Core SAP Basis: System Administration (SAP HANA as a Database) SAP S/4HANA System Administration SAP S/4HANA Conversion and SAP System Upgrade SAP HANA Cloud Provisioning and Administration SAP Business Technology Platform (BTP)
• AWS: CAN and/or Certified Solutions Architect
• Azure: NEA and/or Solutions Architect Expert
• GCP: CNE and or GCP Architect
• Vendor-Neutral:
  Cisco: CCNA CCNP Enterprise CCIE
  CompTIA Network
  Juniper: JNCIA JNCIS
  (ISC)² CCSP: Cloud security focus

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