Customer Engagement Manager with German (SAP Basis) Join to apply for the Customer Engagement Manager with German (SAP Basis) role at NTT DATA Europe & Latam. Overview This role is responsible for end-to-end customer engagement and delivery of contractual agreements and services for SAP Enterprise Cloud Services. The digital Customer Engagement Manager (dCEM) focuses on SAP S/4HANA, Private Cloud Edition deliverables. The CEM oversees the customer lifecycle from contract signing, onboarding, continuous service delivery, release and maintenance project initiation, change management and renewal support. The CEM maintains customer satisfaction through issue mitigation and escalation management, helping customers maximize the value of their partnership. The CEM collaborates with Project Leads (PL) and SAP Enterprise Cloud Services internal delivery teams for the committed scope of delivery throughout the customer engagement lifecycle and provides expert operations support to facilitate the service lifecycle. What You\'ll Be Doing Supports sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services Initiates digital service kickoff for customers Ensures periodic service reviews to track service quality across customers Contributes to onboarding/transitioning customers to SAP Enterprise Cloud Services; orchestrates overall service/project delivery according to 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 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 SAP stakeholders to ensure customer success Reviews account status and analyzes if accounts should transition to another team based on growth in volume or complexity Structured Knowledge Documentation: document working procedures for suppliers and ensure they are reviewed and signed off by SAP as part of managed services orchestration Facilitates faster onboarding of associates through mandatory trainings documentation Assesses current skill levels and plans for competency uplift; quarterly reports Enables continuous delta knowledge transfers 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 a 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 Applications 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 (e.g., SPC, TIC) 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 Proficiency in English (written and verbal); additional local languages are a plus Hands-on experience with SAP HEC, SAP S/4HANA or other cloud solutions Hands-on experience with infrastructure operations, network, interfaces and Load Balancer topics Strong technical troubleshooting skills with ability to form the big picture quickly and define a path to a solution Knowledge of cloud certifications (Azure, AWS or GCP) is a plus Experience with migration and upgrade projects, especially on S/4H Cloud Excellent command of both spoken and written English and German Seniority level Mid-Senior level Employment type Contract Job function Management and Manufacturing Industries IT Services and IT Consulting J-18808-Ljbffr