Senior Digital Customer Engagement Manager : SAP Basis : PC3

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.
WHAT YOU 'LL BUILD:
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Lead and coordinate a team of dCEMs across Migration, Onboarding, and Change Management CoEs for PC3 Europe.
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Provide expert guidance and drive continuous operational improvements as the business scales.
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Manage internal and external resources to deliver business:critical and innovative outcomes.
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Make key operational decisions on policies, tactics, and resource allocation to ensure PC3 success.
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Own annual team KPIs, including CSAT/CES, Leadership NPS, diversity, financial metrics, and hiring strategy.
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Proactively engage senior leadership on critical customer situations to prevent escalations.
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Recommend and implement scalable process improvements in collaboration with regional and global heads.
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Execute the approved team structure, capacity model, and delivery plans in line with KPIs and goals.
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Strengthen cross:functional collaboration with regional, market, delivery, customer success, and sales teams.
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Ensure financially sustainable growth, effective execution, and innovative delivery tailored to regional needs.
WHAT YOU 'LL BRING:
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12:16 years of IT software/services experience, including 10 years in SAP Basis and 8 years in consulting.
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Strong expertise in Cloud Architecture and S/4HANA deployments across major hyperscalers (Azure, AWS, GCP).
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Deep knowledge of Technical Managed Services, ITSM processes, and SAP:non:SAP integrations.
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Proven track record leading international teams and working effectively in global matrix organizations.
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Experience managing high:pressure, complex customer escalations with senior stakeholders.
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Demonstrated success in driving process and organizational improvements with measurable outcomes.
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Customer:first mindset with a history of improving delivery quality, CSAT, and customer references.
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Excellent communication, documentation, stakeholder management, and cross:cultural collaboration skills.
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Strategic thinker with strong analytical and decision:making abilities, able to translate strategy into KPIs.
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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 commitm
Job Type: Permanent