ECS Regional Delivery Head EMEA

We help the world run betterAt 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.  The Regional Delivery Head EMEA f/m/d leads ECS Delivery governance and execution in the EMEA region under Delegation of Authority (DOA). You’ll bring strong regional focus to global operations, safeguard top critical customers, proactively prevent and resolve escalations, and represent regional needs while upholding global standards. This leadership role is part of the ECS Delivery leadership team and reports to the Global Delivery Head of SAP Enterprise Cloud Services. You’ll lead at the nexus of global scale and regional impact - empowering teams, shaping service excellence for our most critical customers, and helping accelerate their cloud transformation through resilient, standardized, and proactive delivery. As the Head of Regional Delivery EMEA (f/m/d), you stand for: Strong regional focus in global operations and regional KPI outcomesProactive initiatives to enhance service experience and avoid escalationsBridge between regional needs and global process/standardChallenge the present status‑quo when required to deliver better results What you build  As a people manager of the ECS Regional Delivery Head EMEA (f/m/d), you will: Drive regional delivery governance. Structure work to anticipate and avoid escalations; enforce standard escalation/support processes and help Operations teams strengthen and improve them across the region. Safeguard top critical customers. Proactively focus on the region’s most critical accounts; coordinate Red‑to‑Green plans and lead de‑escalations in partnership with CDM/cEM/TSM and Delivery experts.Represent global operations in‑region. Bridge regional needs and KPI realities with global processes/standards; challenge the status quo when necessary on both sides to improve outcomes.Support systemic quality & service delivery excellence. Partner with TechOps and cross‑delivery functions (e.g., XDU/Productization) on initiatives that reduce errors, increase availability, and improve customer experience.Lead issue management and prevention. Support Top Issue Management (TIM) and structural activities that prevent recurrence; accelerate root‑cause, fix forward, and Red‑to‑Green execution.Champion KPI performance. Ensure contracted customer KPIs are delivered with utmost care; drive transparency and measurement rigor for service request fulfillment, incident/outage, backup/DR, and problem/availability management. What you bring  Should have 12-15+ years industrial experience including multi-region responsibility and 24x7 models.Proven ability to lead and motivate large, diverse global teams, driving collaboration and performance across regions.Region-anchored leadership with customer and site visits, plus on-call responsibilities aligned to a 24×7 operations environment.Excellent communication and interpersonal skills, with the ability to engage effectively with executive-level stakeholders, customers and partners.Effective customer management during escalations, with strong emotional intelligence (EQ) to show empathy, active listening and at the same time strong de-escalation and negotiation tactics.Strong problem-solving and analytical skills, with a focus on continuous improvement and operational excellence.Fluency in English language, basic knowledge in German and the ability to work in global, multi-cultural teams is a key requirement. Where you belong Within the Customer Services & Delivery (CS&D) Line of Business, SAP Enterprise Cloud Services (ECS) supports customers throughout their cloud transformation and SAP S/4HANA adoption journey. We run the Intelligent Enterprise so they can be an Intelligent Enterprise. Our portfolio of SAP Private Cloud and SAP Cloud Application Services turns SAP products into a solution-as-a-service on customer’s preferred infrastructure, including Hyperscalers, as one SAP.The Enterprise Cloud Services (ECS) Delivery team acts as the bridge for fulfilling SAP’s vision and ECS’s mission for accelerating our customers’ cloud transformation and delivering on RISE with SAP. We successfully do this supporting our ECS Portfolio Adoption, providing state-of the-art security compliance & governance and technology platform, ensuring high availability, automation, and best-in-class support experience & encouraging our teams to grow, develop necessary future skills and build a strong culture. ECS Delivery is responsible for running customer landscapes around the globe in a 24x7 operations model. We manage a wide variety of business-critical SAP systems and applications in a global delivery model. We are responsible for building and operating customer systems for ECS.   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 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 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. 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 world.SAP is committed to the values of Equal Employment Opportunity and provides 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. Specific conditions may apply for roles in Vocational Training.Qualified applicants will receive consideration for employment without regard to their 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 federal, state, and local legal requirements.Successful candidates might be required to undergo a background verification with an external vendor. We are ethical and compliantOur leadership credo: Do what’s right. Make SAP better for generations to come. We believe that great leadership extends far beyond the mere pursuit of business goals. We value and foster leadership that is driven with purpose and integrity. Our leaders are role models who uphold SAP’s values and shape SAP’s culture of integrity, by demonstrating and championing ethical and compliant behavior towards all stakeholders. AI Usage in the Recruitment ProcessFor information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process. Please note that any violation of these guidelines may result in disqualification from the hiring process.Requisition ID: 412900  | Work Area: Information Technology  | Expected Travel: 0 - 10%  | Career Status: Management  | Employment Type: Regular Full Time   | Additional Locations: St. Leon-Rot/ Walldorf and European countries within or near the CET time zone #LI-Hybrid