Digital Customer Engagement Senior - Requirements: Advanced English

Digital Customer Engagement Senior Work Modality: Remote Duration: 12 months, with possibility of extension or permanent employment On-Call: To be confirmed English: Advanced / Fluent Position Overview We are looking for a Senior Digital Customer Engagement professional with extensive experience in SAP technologies and Cloud environments to lead the technical and operational management of customers, ensuring high-quality service delivery, compliance with Service Level Agreements (SLAs), and an excellent customer experience. The role combines advanced SAP technical expertise with strong customer management, leadership, and coordination skills, working with multicultural and multidisciplinary teams in international environments. Key Responsibilities

• Lead the end-to-end customer lifecycle management throughout the service.
• Coordinate onboarding, handover, and operational review processes.
• Manage services while ensuring compliance with KPIs and SLAs.
• Lead Go-Live, SAP upgrades, patching, and continuous improvement initiatives.
• Manage critical incidents, escalations, War Rooms, and Root Cause Analysis (RCA).
• Administer SAP Basis platforms and SAP S/4HANA environments.
• Participate in Operating System and Database (OS/DB) migration projects.
• Coordinate multicultural and multidisciplinary technical teams.
• Maintain direct communication with customers and executive-level stakeholders.
• Ensure effective communication and coordination between customers, technical teams, and internal stakeholders.
• Mandatory Requirements
• 7+ years of technical experience with SAP technologies.
• Advanced experience in SAP Basis Administration.
• Experience with SAP S/4HANA Cloud / Private Cloud.
• Knowledge of Data Management & Integration.
• Hands-on experience with ServiceNow.
• Knowledge of ITIL Fundamentals.
• Experience with SAP HANA, Oracle, and ASE/Sybase.
• Experience with OS/DB migrations and SAP Upgrade projects.
• Knowledge of Cloud infrastructure and networking, including VPN, Load Balancers, and IP planning.
• Advanced or fluent English, both written and spoken.

Nice to Have

• Experience with SAP Cloud ALM.
• Experience with BMC Remedy.
• AWS experience.
• Microsoft Azure experience.
• Google Cloud Platform (GCP) experience.
• Experience with SAP S/4HANA Private Cloud.
• Experience leading Go-Live activities and continuous improvement initiatives.
• Experience working with international customers and distributed technical teams.
• Ideal Candidate Profile

The ideal candidate is a senior SAP technical professional with strong experience in SAP Basis, S/4HANA, Cloud infrastructure, IT service management, and customer-facing environments. They should be comfortable leading critical situations, coordinating technical teams, managing SLAs, and communicating confidently with both technical and executive stakeholders in English.