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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 outcomes
• Proactive initiatives to enhance service experience and avoid escalations
• Bridge between regional needs and global process/standard
• Challenge the present status‑quo when required to deliver better results

• 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.

• 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.

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.

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.

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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