OverviewWe help the world run better. At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.What You’ll DoThe ECS Escalation Lead will own customer-centric & ECS escalations end-to-end. Responsible for ensuring the appropriate resources from various technical as well as customer-delivery teams are assigned to an escalation and are efficiently and effectively working together under her/his coordination until the customer situation is de-escalated.The RoleHandle escalations relevant for the customer, region or ECS by strong collaboration with Delivery and various teams in SAP.Manage complex and high-stake situations with clear and transparent communication.Analyse and build strategies to resolve the escalation in hand by following existing processes and resources within ECS.Continuous and thorough documentation and reporting of progress toward resolution and report to leadership and stakeholders.Understand the pain points of our customers and translate them into improvement initiatives across our ECS delivery organization.Get involved in customer communication in case customer-facing teams require support.Drive internal technical calls and coordinate implementation of safeguarding structures.Define and execute strategic customer initiatives.Identify and implement proactive safeguarding measures such as customer engagement reviews for top accounts.Identify and report outliers in existing processes leading to escalation and recommend sustainable long-term solutions for delivery improvements.Build strategic partnerships with key decision makers within and outside ECS Delivery.Support the organization’s continuous improvement by applying learnings from past escalations to future ones.Collaborate with the business in a customer-oriented manner and maintain a proactive service attitude in a globally distributed team.Liaise with key stakeholders within SAP and at the customer to build trusted relationships and ensure customer success.What You BringAt least 7 years of experience in IT/Cloud Operations or related work, and at least 3 years of active experience in Incident and Escalation Management.Analytical and strategic planning skills to handle complex escalations.Extensive knowledge of IT Service Management (ITIL).Calm and mediating approach to handle high-pressure situations.Broad knowledge in infrastructure-, database- and application-operations, and broad knowledge in enterprise cloud operations and delivery.Willingness to learn about and understand new technologies and their impact on overall service delivery.Experience in verbal and written communication with Senior Management, potentially up to C-Level; experience with project management tools and software.Experience in verbal and written customer-facing communication is a plus.Experience in handling live technical incidents is a plus.Bring out your bestSAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in 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, you can bring out your best.We win with inclusionSAP’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. SAP is committed to Equal Employment Opportunity and provides accessibility accommodations to applicants with disabilities. If you are interested in applying and need accommodation, please email Recruiting Operations Team: Careers@sap.com.For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program. Qualified applicants will receive consideration for employment without regard to age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable law. Successful candidates might be required to undergo a background verification with an external vendor. AI Usage in the Recruitment Process: information on responsible use of AI in our recruitment process is available in our Guidelines for Ethical Usage of AI in the Recruiting Process.Requisition ID: 441837 | Work Area: Software-Design and Development | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time
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