Customer Outage Communications Lead

We help the world run better
At SAP we keep it simple: you bring your best to us and well bring out the best in you. Were builders touching over 20 industries and 80% of global commerce and we need your unique talents to help shape whats next. The work is challenging but it matters. Youll find a place where you can be yourself prioritize your wellbeing and truly belong. Whats in it for you Constant learning skill growth great benefits and a team that wants you to grow and succeed.

Selected candidate must be located in Monterrey and attend office 3 days a week.

The Customer Outage Communications Leads (COCL) primary responsibilities include overseeing the IOC process supporting cross-organizational collaboration and regularly communicating with customers board and field colleagues regarding incident impact resolution progress and customer impact. You will work closely with major incident management and cloud operations to ensure quality transparent and timely communications with customers board and field colleagues.

PURPOSE AND OBJECTIVES

Global Cloud Infrastructure Delivery (GCID) is responsible for operating SAPs backend technology including the management of state-of-the-art data centers and the technical platforms that serve as an integral foundation for all SAP Cloud solutions and services worldwide. We provide shared services for SAPs external Cloud Business as well as for SAPs internal infrastructure such as development training and demo landscapes.

The CustomerOutage Communications team operates globally on a follow-the-sun shift model. We manage the Integrated Outage Communications process and customer communications for major incidents.

EXPECTATIONS AND TASKS

The following tasks will be part of your daily responsibilities:

• Provide the best possible customer and executive support during major incidents collaborating seamlessly with cloud operations and infrastructure teams.
• Ensure that SAP field colleagues the SAP executive board and customers receive accurate and timely information during major incidents maintaining SAPs relationship of customer trust.
• Recognize business impact and escalate matters accordingly demonstrating customer empathy and a commitment to transparency.
• Supervise and coach colleagues in communications and emergency notifications to guarantee timely and effective delivery.
• Prepare content for and brief SAP executives including the Board Regional Executives and Sales Leaders.
• Participate in a shift schedule including weekends to support the follow-the-sun model for seven days a week (regular work schedule being 5 x 8 hours per week).
• Lead the decision-making discussions for the Integrated Outage Communication (IOC) Process.
• Ensure the quality of the information and communication delivered to the SAP board field and customers.
• Act as the escalation contact for board offices field executives IOC communication colleagues and stakeholders involved in resolving disruptions or degradation including the cloud lines of business and infrastructure team.

REQUIRED SKILLS AND COMPETENCIES:

• Experience working in a follow-the-sun model.
• Experience in problem-solving within crisis situations and business transformation.
• Strong competency in managing confidential and sensitive topics.
• Risk-aware with consideration of potential legal consequences.
• A sense of urgency and a strong work ethic with the capability to lead others.
• Intercultural experience and sensitivity.
• Ability to work effectively with various teams and individuals in a matrix organization.
• Strategic thinking skills with an emphasis on detailed execution.
• Ability to deliver under time pressure in complex environments.
• Experience working in virtual teams.
• A proactive flexible and collaborative work style.
• Experience collaborating with cross-functional teams to achieve results.
• Empathy for customers and field personnel.
• Excellent understanding of SAPs cloud portfolio and Line of Business operations.
• Ability to maintain consistent and positive dialogue in all types of political situations (SAP customer partners).
• Capacity to grasp cloud technology and translate it into a business context.

EDUCATION AND QUALIFICATIONS

• Minimum of a bachelors degree; a masters degree in Communications IT Marketing Journalism International Business Commerce Linguistics or equivalent experience is preferred.
• At least 3 years experience in the SAP context.
• Experience in Executive Communications Crisis Communication Consulting Support or other customer-facing escalation-related functions.
• Experience working with customers.
• Familiarity with technology and various communication and support methods.
• Experience managing multiple stakeholders.
• Experience in technologies/products/services relevant to a software or professional services firm is an additional plus: Sales/Pre-Sales Crisis Communication Support Go-To-Market.
• Native or near-native English is mandatory; a second language is a plus.

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
SAPs 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 world.

SAP is committed to the values of Equal Employment Opportunity and provides 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:

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.

Qualified applicants will receive consideration for employment without regard to their age race religion national origin ethnicity gender (including pregnancy childbirth et al) sexual orientation gender identity or expression protected veteran status or disability in compliance with applicable federal state and local legal requirements.

Successful candidates might be required to undergo a background verification with an external vendor.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 445338 Work Area: Communication Expected Travel: 0 - 10% Career Status: Professional Employment Type: Regular Full Time Additional Locations: #LI-Hybrid