SAP Customer Engagement Service Manager EMEA for HANA Enterprise Cloud Job in Walldorf/St. Leon-Rot, Germany

Requisition ID: 189715

Work Area: Information Technology

Location: Walldorf/St. Leon-Rot

Expected Travel: 0 - 20%

Career Status: Professional

Employment Type: Regular Full Time


SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.


The HANA Enterprise Cloud organization is responsible for providing Cloud Hosted Infrastructure & Managed Services to our SAP Customers. The Customer Engagement Service Manager is a key member of the HANA Enterprise Cloud Services Delivery Team ensuring Coordination and Customer Satisfaction throughout the Customer Lifecycle.


  • Pipeline planning for potential projects or customer orders with assigned customers

  • Budget, forecast and capacity inputs to Delivery Units

  • Contract Profitability / Margin Management & VSOE compliance

  • Relationship management incl. customer communication (communication plan, support plan)

  • Coordinate service w/HEC CoE

  • Liaison to Service Delivery, Design & Architecture and Portfolio Team

  • SLA Management and Reporting, Service Reviews (Operational, Financial)

  • Project scheduling supported by Delivery Units, coordination of SD onboarding activities

  • (Customer setup, migration incl. scheduling) and monitoring of delivery

  • Change request management in the lifecycle

  • Identify / manage roll-in request for new services

  • Scheduling and monitoring of customer specific changes (e.g. de-commissioning of systems)

  • Contract compliance and Risk management (project and business risks)

  • Customer and internal escalation management


  • Accustomed to working in an international / global virtual matrix organization

  • Well-developed analytical and structuring skills

  • Customer focus / Networking / Relationship Building

  • Results-driven / Self-organized

  • Infrastructure know-how and technical understanding

  • Deep understanding Cloud business and SAP Cloud models / solutions / operation processes

  • Technical and application understanding for different cloud solutions

  • High level understanding of escalation handling and procedures

  • Fluent English, French & German verbally and written -

  • Resourcefulness, flexibility, reliability, high energy and self-confidence

  • Good overview on the SAP Service Portfolio

  • Strong track record in managing client / customer engagements either in Sales / Pre-Sales or

  • Consulting settings

  • Certified in HANA, Technical Expertise in Cloud Products, DBs like HANA, ASE, DB2

  • ITIL knowledge and skills certified

  • Strong infrastructure know-how and a good technical understanding

  • Accustomed to working in an international / global virtual matrix organization

  • Well-developed analytical and structuring skills and ability to solve problems

  • Knowledge of IT trends and their impact on business strategies

  • Customer Orientation with Relationship and Expectation Management

  • Strong communication and presentation skills


  • 8 – 12 years professional experience in the same/similar industry

  • 10 years of Project Management (PM certified) – Agile Scrum


Success is what you make it. At SAP, we help you make it your own.

A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now .


To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you 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 (Americas: or , APJ: , EMEA: ).

Successful candidates might be required to undergo a background verification with an external vendor.

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