Digital Customer Engagement Manager - Escalations & Exceptions

Job Description

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 you'll be expected to be at SAP office 3x a week.

Digital Customer Engagement Manager - Escalations & Exceptions

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 customer’s 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 rapidly. In order to facilitate that 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 of a great team of 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.

The dCEM oversees 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. The dCEM is also expected to maintain customer satisfaction through issue mitigation and escalation management and helping customers maximize the value of their partnership with SAP. The dCEM manages 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 Global Cloud Operations internal delivery teams for the committed scope of delivery throughout the customer engagement lifecycle. This role also provides expert support in operations and facilitates the service lifecycle. The 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 in English and Spanish (Latin America countries)/ Portuguese (Brazil); additional languages a plus
• Familiarity with ITIL, Agile, or similar frameworks for 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

#SAPECSCareers #LI-TN3

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

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 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: Careers@sap.com. Requests for reasonable accommodation will be considered on a case-by-case basis.

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.

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.

Additional Locations: