Senior Digital Customer Engagement Manager - SAP Basis - PC3

Job Description

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.

WHAT YOU’LL BUILD:

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.

WHAT YOU’LL BRING:

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.

WHERE YOU BELONG

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.

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 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.

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