Digital Customer Engagement Manager – Escalations & Exceptions
The digital Customer Engagement Manager (dCEM) is responsible for end‑to‑end customer engagement and delivery of contractual agreements 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, including 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 works in seamless collaboration with Project Leads 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
* Produce comprehensive meeting documentation within 24 hours capturing decisions, action items with accountability, and maintain organized centralized repositories
* Develop strategic action plans translating objectives into executable roadmaps with milestones, dependencies, success metrics, and phased escalation resolution plans (30‑90 days)
* Establish accountability frameworks, monitor progress against plans, provide regular leadership updates, and proactively identify 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 reduce recurring issues and enhance customer experience
* Review 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), and cloud networking services (AWS VPC, Transit Gateway, Direct Connect; Azure VNet, ExpressRoute; GCP 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) or 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:
o Networking: packet analysis, latency and bandwidth optimization, routing and BGP troubleshooting, VPN connectivity issues, MTU/fragmentation, and traffic flow analysis
o SAP / HANA: performance analysis and optimization (SQL, memory management, system bottlenecks), work process analysis, and database monitoring
o 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
Successful candidates might be required to undergo a background verification with an external vendor.
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 require accommodation or special assistance, please send an e‑mail to Recruiting Operations Team:
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