This role is responsible for E2E customer engagement and delivery of contractual agreement and services for SAP. The digital Customer Engagement Manager (dCEM) works with Cloud Customers of SAP Enterprise Cloud Services, mainly focusing on SAP S/4HANA and private cloud edition deliverables. The CEM oversees the customer lifecycle from contract signing, covering onboarding, continuous service delivery, release and maintenance project initiation, change management and renewal support for a range of customers. The CEM maintains customer satisfaction through issue mitigation and escalation management, while helping customers maximize the value of their partnership with the client. The CEM manages a variety of technical and engagement aspects during the various phases of a customer’s lifecycle and collaborates with Project Leads and SAP Enterprise Cloud Services internal delivery teams for committed scope delivery throughout the customer engagement lifecycle. This role also provides expert support in operations and facilitates the service lifecycle.

What You’ll Be Doing

Supports sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services

Initiates digital service kick off for customers

Ensures periodic service reviews to track the service quality across a range of customers

Contributes to onboarding/transitioning customers to SAP ENTERPRISE CLOUD SERVICES and orchestrates the overall service/project delivery according to planned scope, budget, and milestones

Supports in de-escalations of critical customer situations

Supports critical customer situations with Major Incident Management (MIM), SAP Enterprise Cloud Services Customer Office teams and SAP Product Support, as applicable





Executes technical feasibility studies / solution reviews (if applicable)

Contributes to customer release and maintenance activities

Supports customers on technical requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement

Executes and supports problem management and continuous improvement

Supports customer satisfaction surveys

Reviews SLA service credit cases

Supports commercial change requests

Contributes to liaison with different SAP stakeholders, esp. Virtual customer success partner involved in the accounts, to ensure customer success

Supports in reviewing account status and analyzing if account needs to be transitioned to another team, based on growth in volume or complexity of the account over time

Structured Knowledge Documentation: working procedures for Supplier are documented by the Supplier, reviewed and signed off by SAP and become part of the managed services orchestration

Systematic and faster onboarding of associates: mandatory training documentation

Assesses the current skill level and plans for competency uplift: report to be shared on a quarterly basis

Enables continuous delta KTs on new topics and refresher sessions

What You’ll Bring Along

Bachelor’s degree in Computer Science, Information Technology, or a related field





Minimum 5-10 years of experience as SAP technical consultant with 2+ years in customer-facing role (consulting, IT support, IT services etc.)

Excellent customer focus, networking, relationship building, results-driven, self-organized, decision-making

Strong knowledge of IT Service Management, SAP Basis and SAP Application

Hands-on experience with SAP Basis activities, SAP release upgrades and infrastructure updates for cloud customers

Good understanding of SAP Enterprise Cloud Services operations infrastructure, processes and automation tools like SPC, TIC, etc. is a plus

Knowledge of Project Management Fundamentals, ITIL, Lean Fundamentals is a plus

Cloud architecture and IT technical infrastructure know-how

Technical and application expertise for different cloud solutions (min. HEC & S/4HANA)

Understanding of escalation handling and procedures

Experience working with cross-cultural and cross-functional teams or individuals

Proficiency in English (written and verbal), additional local languages are a plus

Hands-on experience with SAP Basis activities, SAP release version upgrades and infrastructure updates for cloud customers

Working experience with SAP HEC, SAP S/4HANA or any other cloud solution

Hands-on experience with infrastructure operations, network, interfaces and load balancer topics

Strong technical troubleshooting skills with the ability to form the big picture quickly before surmising a path to a solution

Knowledge of / certification in one of Azure, AWS or GCP fundamentals

Experience with Migration, Upgrade projects, esp. on S/4H Cloud

Excellent command of spoken and written English and German

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📌 SAP Basis Customer Consultant with German (Ro)
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