Senior Digital Customer Engagement Manager - SAP Basis - PC3

We help the world run better

1. Lead and coordinate a team of dCEMs across Migration, Onboarding, and Change Management CoEs for PC3 Europe.

2. Provide expert guidance and drive continuous operational improvements as the business scales.

3. Manage internal and external resources to deliver business-critical and innovative outcomes.

4. Make key operational decisions on policies, tactics, and resource allocation to ensure PC3 success.

5. Own annual team KPIs, including CSAT/CES, Leadership NPS, diversity, financial metrics, and hiring strategy.

6. Proactively engage senior leadership on critical customer situations to prevent escalations.

7. Recommend and implement scalable process improvements in collaboration with regional and global heads.

8. Execute the approved team structure, capacity model, and delivery plans in line with KPIs and goals.

9. Strengthen cross-functional collaboration with regional, market, delivery, customer success, and sales teams.

10. Ensure financially sustainable growth, effective execution, and innovative delivery tailored to regional needs.

1. 12-16 years of IT software/services experience, including 10+ years in SAP Basis and 8+ years in consulting.

2. Strong expertise in Cloud Architecture and S/4HANA deployments across major hyperscalers (Azure, AWS, GCP).

3. Deep knowledge of Technical Managed Services, ITSM processes, and SAP-non-SAP integrations.

4. Proven track record leading international teams and working effectively in global matrix organizations.

5. Experience managing high-pressure, complex customer escalations with senior stakeholders.

6. Demonstrated success in driving process and organizational improvements with measurable outcomes.

7. Customer-first mindset with a history of improving delivery quality, CSAT, and customer references.

8. Excellent communication, documentation, stakeholder management, and cross-cultural collaboration skills.

9. Strategic thinker with strong analytical and decision-making abilities, able to translate strategy into KPIs.

10. Flexible, travel-ready, able to work across time zones, and experienced in global initiatives knowledge of ECS, RISE, and PC3 is a plus.

The SAP Enterprise Cloud Services (ECS) is building the bridge for SAP customers towards cloud, closely helping them through this transformation. One of the main tasks ECS is offering and providing real-time cloud platform operation, infrastructure and managed services focusing on fast time-to-value at reduced cost and risk. The mission of the Client Delivery Engagement Shared Services unit in ECS is to help our customers adopt the S/4H Private Cloud solution seamlessly and effectively, using standardized and automated delivery approaches by a scalable team engagement and technical roles.

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Requisition ID: 437442 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid