The Customer Service Management – Project Lead (PL) role at SAP ECS – Enterprise Cloud Services involves managing end-to-end customer onboarding and migration projects into the SAP GCE Private Cloud. This includes planning, coordinating, and executing both Greenfield and Brownfield migrations, acting as the main point of contact between ECS and customer stakeholders. The PL ensures smooth transitions by collaborating with internal teams, hyperscalers, and partners, with a strong focus on customer satisfaction, technical accuracy, and project delivery excellence.
Key Responsibilities
Act as the primary liaison between ECS and customer stakeholders during the onboarding phase.
Manage sales-to-deliver (S2D) handover quality gates to initiate new projects.
Coordinate with consulting, delivery, and customer teams to manage deliverables.
Plan and manage detailed technical migration and upgrade projects.
Conduct Greenfield and Brownfield migration projects with at least 1 year of ECS experience.
Organize and conduct stand-up and project meetings, ensuring clear communication and alignment.
Manage project execution across build, migration, and upgrade lifecycles.
Oversee project closure, including documentation and resolution of open issues.
Track activities of current project phases and prepare subsequent phases.
Plan and prepare production (PROD) upgrades, including schedules, fallback plans, business downtime alignment, and coordination with all stakeholders.
Ensure customer and internal service requests are created and processed on time.
Manage overall progress, status updates, and stakeholder communication throughout the project.
Requirements
English language skills – must have excellent proficiency.
Location preference – India (open to EMEA & APAC).
Minimum 1 year of Project Lead experience in ECS with Brownfield migration exposure.
Strong technical background in migration and upgrade projects.
Proven orchestration and project management expertise.
Customer-facing experience in managing enterprise-level onboarding/migration projects.
Ability to coordinate between multiple internal teams, hyperscalers, and global partners.
English communication, Project management, Migration, Upgrade, Orchestration, Customer-facing skills, Brownfield migration, Greenfield migration, Technical planning, Stakeholder management, Coordination, Activity tracking, Production upgrade planning, Fallback planning, Issue resolution, ECS experience.