Information Technology

Digital Customer Engagement Manager

Requisition ID: 349828
Work Area: Information Technology
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T3
Hiring Manager: Manesh Mistry 
Recruiter Name: Robin Verdegaal
Additional Locations:

Digital Customer Engagement Manager – Private Cloud Customer Centre


We’re looking for problem solvers; people that have a vision for continuous improvement: Customer Engagement Managers who can ensure seamless adoption of the new RISE SAP S/4HANA Private Cloud Edition solution by customers through a Shared Services model. This Shared Services unit shall ensure an innovative and standardized digital approach towards managed services delivery of contracted responsibilities towards the customers, by focusing on scalability and resilience.


What you’ll do


The digital Customer Engagement Manager (dCEM) is responsible for delivering technical managed services to SAP S/4HANA Cloud Customers of SAP Enterprise Cloud Services.


You will orchestrate the overall service delivery, supporting customers on technical queries and requirement all the way through to delivery handover and customer onboarding covering all technical and project aspects like IP ranges, Load Balancer setup requirements, VPN networks and more


Our Customer Engagement Managers are proactive in nature, handling everything from continuous improvement to problem management and service reviews, ensuring our customers have the support they need to successfully deliver new solutions and releases.


Collaboration will be key as you liaise with both the customer and differing internal stakeholders such as Sales and PreSales through ensuring customer satisfaction with our customer success teams


Managing delivery of SLA’s across ticket monitoring, handling and issue resolution as well as contributing to customer Go-Lives, Release Upgrade and maintenance activities will play a key part of your day to day activities.

What you’ll bring


Strong hands-on experience with technical support in Cloud environments esp. with hyperscalers, OS/DB migration, S/4 HANA release upgrades and infrastructure updates for cloud customers. As well as hands-on experience and wide knowledge of SAP BASIS, SAP ERP modules and tools like TSM, BODI application, HANA DB, understanding of EWA reports, networking and infrastructure aspects. 


You will also have:


  • Technical and application expertise for different cloud solutions (S/4HANA or another private cloud)
  • Good understanding of infrastructure operations & processes and understanding of escalation handling and procedures.
  • Excellent customer focus / Networking / Relationship Building /Results-driven / Self-organized / Decision making skills.
  • Experienced in working with cross-cultural and cross-functional teams or individuals, in remote settings.


Any proficiency in another European language would be extremely helpful due to the nature of customers you will be dealing with, but not essential


Meet your team


Our team plays in key role in the success of our customers applications within Private Cloud environments. Its essential we are able to provide not just technical knowledge but an understanding that they face so we can proactively deliver great solutions


SAP were original pioneers in the creation of integrated enterprise software. 2022 is our 50th year and we continue to invest in teams that deliver new and exciting solutions with the remit to be creative and have innovation at the centre of everything you do.

We build breakthroughs together

SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together.

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 and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide 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:
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.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 349828  | Work Area: Information Technology  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.

Requisition ID:  349828
Posted Date:  Sep 9, 2022
Work Area:  Information Technology
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%

London, GB, EC3M 7AF

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