**We help the world run better** At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. **What you'll do** This is your opportunity to take a client leadership role in delivering transformative cloud solutions for our clients as a Senior Customer Service Manager in SAP Enterprise Cloud Services (ECS). This position is designed for an experienced professional with a proven track record in managing complex client engagements and driving innovation in cloud service delivery. As a Senior Customer Service Manager, you will not only guard the successful delivery of tailored SAP Enterprise Cloud Services but also play a pivotal role in shaping client strategies and mentoring junior team members. Your expertise will be instrumental in SAPs mission of enabling digital transformation for businesses worldwide. **Your key responsibilities include:** + Leading strategic client engagements and acting as the primary point of contact for high-priority issues. + Building and maintaining trusted client relationships through a deep understanding of their business challenges and goals. + Driving innovation by offering expert guidance on SAP technologies and solutions. + Overseeing the delivery of complex SAP cloud solutions, ensuring excellence in execution and client satisfaction. + Collaborating with cross-functional teams to design, implement, and optimize service delivery processes. **What you bring** **As our ideal candidate, you bring:** + A **minimum of 5 years of experience** in client-facing roles, with demonstrated expertise in strategic account management and service delivery. + A proactive, results-oriented personality complemented by strong interpersonal skill + Advanced knowledge in **IT/cloud services** , with specific expertise in SAP Basis, ITIL frameworks, and ticketing systems. + Proven skills in **escalation management** , stakeholder engagement, and contract management. + Proven client leadership and decision-making abilities to manage complex projects and high-pressure scenarios. + Outstanding communication skills in English (German is a plus). + A Bachelors degree or higher in a technical or business-related field (preferably in Computer Science, Engineering, or IT Management). **You will stand out if you also demonstrate:** + Experience in leading international and multicultural teams. + ITIL certification **Meet your team** Join a high-performing and supportive team that thrives on collaboration and innovation. Located in **Dresden** , our team fosters a culture of trust and mutual respect, celebrating milestones and encouraging continuous development. This is your chance to make a significant impact in one of the worlds largest private cloud services environments. **Apply now** to advance your career as a Senior Customer Service Manager in SAP ECS and drive the future of digital transformation for global businesses! \#SAPECSCareers **Bring out your best** SAP innovations help more than four hundred thousand 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 two hundred million users and more than one hundred thousand 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 inclusion** SAPs 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: Careers@sap.com. 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. (https://one.int.sap/me@sap/jobs\_at\_sap#17498858-1050-415e-8d82-21f91655666b\_96fc) Specific conditions may apply for roles in Vocational Training. Requisition ID: 411099 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: \#LI-Hybrid